Description

***Candidate must live within 30 miles of Birmingham, AL.

This is a remote hybrid role with 75% of the work being remote and 25% being onsite at clients within the Birmingham area. When not working at a client's location (based in Birmingham, AL), technician will be working from home.

About The Role

We are seeking a skilled and motivated Tier 2 IT Support Technician to join our team. As a Tier 2 Engineer, you will provide technical support to our clients, working in a fast-paced environment. Reporting to the Tier 2 Manager, you will troubleshoot and resolve basic and complex issues related to servers, network devices, and cloud systems. As part of the team, you will be responsible for responding to escalation calls/tickets from Tier 1, working with clients to resolve their issues, and ensuring the ticket is resolved to their satisfaction. Our expectation is that you will provide excellent customer service and collaborate with the team to resolve various issues. The Tier 2 Engineer will work closely with other staff members under the Tier 2 Manager’s direction.

Responsibilities:

• Respond promptly to support tickets that come in via phone, email, or customer portal.
• Collaborate with team members to find solutions to various customer issues.
• Troubleshoot problems ranging from server, network, and PC issues.
• Handle escalations from Tier 1 phone calls, emails, or monitoring alerts.
• Utilize your 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• Document resolutions and update procedures that may be outdated.
• Engage in continued certification training to improve your skillset.
• Escalate issues to Tier 3 when needed and remediate client issues.
• Report critical incidents or problems that become too complex for self-resolution.
• Be flexible and willing to work all shifts, including some holidays and weekends.

Requirements

What You Bring to the Team

While an associate's degree is preferred, we value relevant and significant industry experience as a substitute for the education requirement. Microsoft, Cisco, and VMware certifications are required.

Minimum of 12 months experience in administering/supporting any of the following:

• Cloud Practice Management Software - DSN Cloud experience - *highly preferred
• Experience working with CareStream Health - *highly preferred
• LAN/WAN environments
• Office365 and Azure
• Network Operations Center
• Help desk or relevant customer service skills
• Experience with PSA and RMM Tools

Certifications Expectations:

• Microsoft, Cisco, Fortinet, and VMware certifications required.
• Cisco Certified Network Associate (CCNA)
• Microsoft Intermediate Certificates
• Security
• Fortinet Network Security Expert 7 (NSE7)

Preferred Skills:

• 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 backup technologies
• Knowledge of security practices and policies

Work Perks:

• 75% work from home / 25% onsite at clients
• Paid time off, including paid holidays and float holidays
• Highly competitive and flexible medical, dental, and vision benefits plans to suit your needs
• 401(k) with 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, 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.