Tier 1 Engineer, Network Operations Center - After Hours

Description

• This position is fully remote. Must be eligible to work in the United States.***
  
  

About The Role

As a member of the Support Center team, a Tier 1 Engineer is responsible for responding to, escalating, and resolving monitoring alerts we receive through our various RMM platforms. Magna5 has a dedicated Support Center where tickets will be received, prioritized, and if need be, escalated to higher tiers of support. The Tier 1 Engineer will work closely with the other staff members under the Manager’s direction with responsibilities including, but not limited to, the following:

• Respond to monitoring requests that come in via phone, email, or ticketing system
• Utilize the Magna5 monitoring and cybersecurity systems to triage alerts and alarms
• Interact with clients using professionalism and promptness
• Jointly solve problems through collaboration with team members.
• Proven experience troubleshooting problems ranging from server, network, and PC issues.
• Must provide quality customer service skills in all forms of communication.
• Collaborate with Tier 2 and Tier 3 technicians on escalated customer support requests
• Document resolutions and build knowledge base articles
• Engage in continued certification training to improve their skillset.
• All technicians are required to track time and activity in the Magna5 ticketing system.
  
  

Requirements

What You Bring to the Team

• Minimum of 1 year experience in administering/supporting any of the following.?
• LAN/WAN environments.?
• Office365 and Azure?
• VMWare and/or HyperV
• Network Operations Center
• Help desk or relevant customer service skills
• Experience with PSA and RMM Tools
  
  

Skills

• Prior MSP Experience a plus
• Microsoft Windows Server 2016/2019
• Active Directory
• Microsoft365 administration knowledge
• 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 ?
  
  

Hours & Schedule

The Magna5 Support Center Operates 24/7. We Are Currently Hiring An Engineer For The Weekend Overnight Shift Below. Please See Our Current Two Options

Fri – Mon - 4x10 HR Shifts – 12a-10a EST

or

Thurs – Mon - 5x8 HR Shifts - 12a-8a EST

Certification Expectations

Associates degree preferred. Relevant and significant industry experience may provide as a substitute for the education requirement.

Preferred Certifications

• Network
• Microsoft Beginner Certificates
• Security
  
  

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 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
• 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.magna5global.com