Tier 2 Systems Engineer, End User Support

Magna5 is a rapidly growing IT Managed Service Provider delivering advanced services including cybersecurity and cloud hosting. The Tier 2 Systems Engineer will handle escalated issues from Tier 1, troubleshoot various systems, and provide quality customer service to ensure client satisfaction.

What you'll do:

• Be able to work in a fast-paced environment
• Work support tickets that come in via phone, email, or customer portal
• Collaborate with Team Members regarding resolutions to various customers
• Proven Experience troubleshooting problems ranging from server, network, and PC issues
• Must provide quality customer service skills in all forms of communication
• Handle escalations from Tier 1 phones calls, emails, or monitoring alerts
• Utilize experience and knowledge to assess issues and provide solutions for Tier 1 escalations
• Assist Tier 1 with responding to alerts and tickets from various monitoring systems
• Take ownership of tickets and customer interactions
• Document resolutions and update procedures may be outdated
• Engage in continued certification training to improve skillset
• Escalate issues to Tier 3 when needed and remediate client issues

What they're looking for:

• Microsoft, Cisco, and VMware certifications required
• Minimum of 12 months experience in administering/supporting any of the following: LAN/WAN environments, Office365 and Azure, Network Operations Center, Help desk or relevant customer service skills, Experience with PSA and RMM Tools
• Cisco Certified Network Associate (CCNA)
• Microsoft Intermediate Certificates
• Security+
• Fortinet Network Security Expert 7 (NSE7)
• Microsoft Windows Server 2012/2016/2019 and Active Directory
• Microsoft Office Suite and Office365 experience
• Fundamental understanding of DNS, DHCP and TCP/IP
• Microsoft Exchange and SQL Server
• VMware vSphere 6.5 and above
• Knowledge of back up technologies

Benefits:

• 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 has developed a training program that will allow any member of our team to enhance their education
• Full reimbursement for approved professional certification and career enriching opportunities
• Career path into new technology and senior positions