Magna5

Engineer

• 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

Tier 1 Engineer

Systems Engineer

• Provide Tier 2 support via phone, ticketing system, email, and remote tools.
• Troubleshoot and resolve escalated incidents related to workstations, servers, networks, and cloud services.
• Own tickets through to resolution, ensuring timely communication and proper documentation.
• Collaborate with Tier 1 and Tier 3 resources to resolve complex issues and improve knowledge transfer.
• Support and maintain Microsoft Windows Server and desktop environments (AD, DNS, DHCP, GPO, file/print services).
• Administer Microsoft 365/Exchange Online, Teams, OneDrive, and related services.
• Perform user and group administration across various systems.
• Assist with management of switches, firewalls, wireless, VPN, and other network devices.
• Monitor client environments using RMM and monitoring tools; respond to alerts and remediate issues.
• Perform routine maintenance (patching, updates, backups, AV/EDR checks, capacity management).
• Participate in implementation and upgrade projects (migrations, standardization, new deployments).
• Contribute to standard operating procedures (SOPs), documentation, and knowledge base articles.
• Support security tools such as endpoint protection, MFA, email security, and backup/recovery solutions.
• Assist in responding to security-related alerts and incidents following established playbooks.
• Follow best practices and policies for system hardening, access control, and data protection.
• Mentor Tier 1 technicians and help elevate overall team capability.
• Provide feedback to improve tools, processes, and service delivery.
• Maintain strong customer relationships with a focus on responsiveness, quality, and professionalism.

Tier 2 Systems Engineer

• Implement and deliver on project scopes while working closely with the project management team
• Interact with clients using professionalism and promptness
• Jointly solve problems through collaboration with team members.
• Must provide quality customer service skills in all forms of communication.
• Collaborate with other technicians on escalated customer support requests
• Document resolutions and build knowledge base articles
• Take proactive measures on incidents to help prevent further issues
• Troubleshoot advanced problems with a high-level overview of client environments
• Engage in continued certification training to improve their skillset.

Tier 3 Network Project Engineer

Network Operations

• 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 skillset
• Track time and activity in the Magna5 ticketing system

Tier 1 Engineer

Tier 2 Systems Engineer

Tier 3 Network Project Engineer

Tier 1 Engineer, Network Operations Center