Description

Tier 1 Engineer, End User Support

About the Role

As 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 portal
• Interacting with clients using professionalism and promptness
• Jointly solving problems through collaboration with team members.
• Providing quality customer service skills in all forms of communication
• Collaborating with Tier 2 and Tier 3 technicians on escalated customer support requests
• Documenting resolutions and building knowledge base articles
• Tracking time and activity in the Magna5 ticketing system
• Utilizing the Magna5 monitoring and cybersecurity systems to triage alerts and alarms

Requirements

What You Bring to the Team – the ideal candidate will possess the following.

Minimum of 1 year administering/supporting the following:

• Remote-Desktop/Remote-App Environments
• Remote troubleshooting of printers/scanners/scan-to-fax
• Remote troubleshooting of VPN issues
• Active Directory/Azure AD
• Office365/Microsoft365
• LAN/WAN environments
• Experience with PSA and RMM Tools

Preferred Experience

• 1+ year in a Managed Service Provider environment
• Experience remotely supporting Apple products including MacOS & iOS
• Experience working with Life Sciences companies or in highly regulated environments

Preferred Skills

• Microsoft Windows Server 2012/2016/2019/2022
• Microsoft 365 Administration
• Active Directory
• Fundamental understanding of DNS, DHCP and TCP/IP
• Microsoft Exchange and SQL Server
• VMware vSphere
• Knowledge of back up technologies
• Knowledge of security practices and policies

Education Expectations

Associates degree in IT-related curriculum. Relevant and significant industry experience may provide as a substitute for the education requirement.

Preferred Certifications

Engaging 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 Associate
• MD100
• MD101
• Microsoft 365 Fundamentals
• CompTIA Network+

Hours & Schedule

The 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 Perks

• Hybrid environment
• Paid time off including paid holidays and floating holidays
• Bonus potential based on individual and company performance
• Highly competitive and flexible medical, dental, and vision benefits plans
• 401(k) with employer match
• Tailored Life and Disability insurance plans
• Full reimbursement for approved professional certification and career enriching opportunities

Magna5 Values

• Win 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 success

What We Do

Magna5 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.