Tier 1 Systems Engineer

DescriptionTier 1 Engineer, End User SupportAbout The RoleAs a member of the Support Center team, a Tier 1 End User Support is responsible for customer issues such as solving usage problems and fulfilling service desk requests that need IT involvement. The ability to work independently and remain self-motivated is a must. A strong work ethic and a proven track record of attendance is essential. The expectation is that the technician will troubleshoot beyond the PC, including troubleshooting servers, network devices, and cloud systems. The Operations Engineer (Help Desk Technician) will work closely with the other staff members under the manager’s direction with responsibilities including, but not limited to:Responding to customer support requests that come in via phone, email, chat, or customer portalInteracting with clients using professionalism and promptnessJointly solving problems through collaboration with team members.Providing quality customer service skills in all forms of communicationCollaborating with Tier 2 and Tier 3 technicians on escalated customer support requestsDocumenting resolutions and building knowledge base articlesTracking time and activity in the Magna5 ticketing systemUtilizing the Magna5 monitoring and cybersecurity systems to triage alerts and alarmsRequirementsWhat You Bring to the Team – the ideal candidate will possess the following.Minimum Of 1 Year Administering/supporting The FollowingRemote-Desktop/Remote-App EnvironmentsRemote troubleshooting of printers/scanners/scan-to-faxRemote troubleshooting of VPN issuesActive Directory/Azure ADOffice365/Microsoft365LAN/WAN environmentsExperience with PSA and RMM ToolsPreferred Experience1+ year in a Managed Service Provider environmentExperience remotely supporting Apple products including MacOS & iOSExperience working with Life Sciences companies or in highly regulated environmentsPreferred SkillsMicrosoft Windows Server 2012/2016/2019/2022Microsoft 365 AdministrationActive DirectoryFundamental understanding of DNS, DHCP and TCP/IPMicrosoft Exchange and SQL ServerVMware vSphereKnowledge of back up technologiesKnowledge of security practices and policiesEducation ExpectationsAssociates degree in IT-related curriculum. Relevant and significant industry experience may provide as a substitute for the education requirement.Preferred CertificationsEngaging in continued certification training and obtaining certifications to improve a skillset is strongly promoted and supported at Magna5. As a Tier 1 Support Technician candidate, we are looking for:CompTIA A+Microsoft 365 Certified: Modern Desktop Administrator AssociateMD100MD101Microsoft 365 FundamentalsCompTIA Network+Hours & ScheduleThe Magna5 Support Center operates 24/7/365. This job posting is primarily for the following schedule: Mon-Fri from 8:00am ET to 5:00pm ET.Work PerksHybrid environmentPaid time off including paid holidays and floating holidaysBonus potential based on individual and company performanceHighly competitive and flexible medical, dental, and vision benefits plans401(k) with employer matchTailored Life and Disability insurance plansFull reimbursement for approved professional certification and career enriching opportunitiesMagna5 ValuesWin Together – We collaborate with clients and across the Magna5 team to provide complete solutions for every IT challenge.Respond Fast – When clients or teammates reach out, we answer with urgency, assembling the needed expertise to provide quick and accurate resolutions.Earn Trust – We strive to earn and keep the trust of our clients and teammates through our actions every day, fulfilling every promise we make.Stay Transparent – No secrets and no surprises. We respect our clients and one another by providing candid assessments and complete, accessible information.Think Ahead – “Good enough” isn’t good enough. We strive to be the best. Our team members are proactive with our problem solving and work to stay on the leading edge of new technologies that drive client successWhat We DoMagna5 is a rapidly growing IT Managed Service Provider delivering cybersecurity, private and public cloud hosting, backup and disaster recovery and other advanced services from mid-market to enterprise customers nationwide, including leaders within the education, healthcare, government, financial services, manufacturing, and other industry segments. We integrate advancements in technology and processes to drive businesses forward. As a trusted managed services provider, we bring together the right mix of managed IT services, security, and network connectivity, fully managed by our team of experts 24/7/365. Our passion is to help companies function better, faster, and smarter. We offer an exciting and collaborative environment, with growth potential. For more information, visit our website at www.magna5.com.