Magna5

Engineer

• Respond to customer support requests via phone, email, chat, or customer portal
• Troubleshoot end-user issues and fulfill service desk requests requiring IT involvement
• Troubleshoot beyond the PC, including servers, network devices, and cloud systems
• Interact with clients professionally and promptly
• Jointly solve problems through collaboration with team members
• Collaborate with Tier 2 and Tier 3 technicians on escalated customer support requests
• Document resolutions and build knowledge base articles
• Track time and activity in the Magna5 ticketing system
• Utilize Magna5 monitoring and cybersecurity systems to triage alerts and alarms
• Work under the manager’s direction as part of the Support Center team

Tier 1 Engineer, End User Support

• 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 need IT involvement
• 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
• Troubleshoot beyond the PC, including servers, network devices, and cloud systems