Magna5

Tier 1 Engineer, End User Support

Magna5

full-time

Posted on:

Origin:  • 🇺🇸 United States • Pennsylvania

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Job Level

Junior

Tech Stack

AzureCloudCyber SecurityDNSiOSJavaScriptMacOSSQLTCP/IPVMware

About the role

  • 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

Requirements

  • Minimum of 1 year administering/supporting Remote-Desktop/Remote-App Environments
  • Remote troubleshooting of printers/scanners/scan-to-fax
  • Remote troubleshooting of VPN issues
  • Active Directory/Azure AD
  • Office365/Microsoft365
  • LAN/WAN environments
  • Experience with PSA and RMM Tools
  • Preferred: 1+ year in a Managed Service Provider environment
  • Preferred: Experience remotely supporting Apple products including MacOS & iOS
  • Preferred: Experience working with Life Sciences companies or in highly regulated environments
  • Preferred Skills: Microsoft Windows Server 2012/2016/2019/2022, Microsoft 365 Administration, Active Directory, 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
  • Preferred Certifications: CompTIA A+, Microsoft 365 Certified: Modern Desktop Administrator Associate MD100 MD101, Microsoft 365 Fundamentals, CompTIA Network+