Tier 1 Engineer, End User Support

Magna5 is a rapidly growing IT Managed Service Provider delivering cybersecurity and cloud hosting services. The Tier 1 Engineer is responsible for addressing customer issues, solving usage problems, and fulfilling service desk requests while collaborating with team members to provide quality support.

What you'll do:

• 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

What they're looking for:

• Minimum of 1 year administering/supporting 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
• The ability to work independently and remain self-motivated
• A strong work ethic and a proven track record of attendance
• 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

Benefits:

• Paid time off including paid holidays and float holidays
• Competitive and flexible medical, dental, and vision benefits plans to suit your needs
• 401(k) with generous employer match
• Tailored Life and Disability insurance plans
• Full reimbursement for approved professional certification and career enriching opportunities