Job Title
Tier 1 Engineer, End User Support (Fully Remote)
Hours & Schedule
The Magna5 Support Center operates 24/7/365. This role is primarily on the following schedule: Friday – Monday 12am – 10am EST; Thursday – Monday 12am – 8am EST.
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 require IT involvement. The technician should be able to troubleshoot beyond the PC, including servers, network devices, and cloud systems. The Operations Engineer (Help Desk Technician) will work closely with other staff under the manager’s direction. Responsibilities include, but are not limited to:
* Responding to customer support requests that come in via phone, email, chat, or customer portal
* Interacting with clients with professionalism and promptness
* Collaborating with team members to solve problems
* Providing quality customer service in all forms of communication
* Collaborating with Tier 2 and Tier 3 technicians on escalated requests
* Documenting resolutions and building knowledge base articles
* Tracking time and activity in the Magna5 ticketing system
* Using 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 Experience
* 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
* Office 365/Microsoft 365
* 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 and 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 backup technologies
* Knowledge of security practices and policies
Education & Certifications
Education: Associates degree in IT-related curriculum. Relevant and significant industry experience may substitute for the education requirement.
Preferred Certifications: Engagement in continued certification training and obtaining certifications to improve skillset is strongly promoted. 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+
Work Perks
* 100% permanently remote position with no plans to return to an office
* Paid time off including paid holidays and float holidays
* Competitive and flexible medical, dental, and vision benefits plans
* 401(k) with generous employer match
* Tailored life and disability insurance plans
* Full reimbursement for approved professional certification and career enriching opportunities
* Monthly mobile phone plan and internet service stipend
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. We integrate advancements in technology and processes to drive businesses forward. We operate 24/7/365 and provide a trusted managed services experience with a focus on security and connectivity. For more information, visit our website at www.magna5global.com
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