Magna5

Tier 1 Engineer, End User Support

Magna5

full-time

Posted on:

Origin:  • 🇺🇸 United States

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Job Level

Junior

Tech Stack

AzureCloudCyber SecurityDNSiOSJavaScriptMacOSSQLTCP/IPVMware

About the role

  • 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

Requirements

  • Minimum of 1 year administering/supporting Remote-Desktop/Remote-App Environments
  • Minimum of 1 year remote troubleshooting of printers/scanners/scan-to-fax
  • Minimum of 1 year remote troubleshooting of VPN issues
  • Minimum of 1 year Active Directory/Azure AD experience
  • Minimum of 1 year Office365/Microsoft365 experience
  • Minimum of 1 year LAN/WAN environments experience
  • Experience with PSA and RMM Tools
  • 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)
  • Microsoft Windows Server 2012/2016/2019/2022 knowledge (preferred)
  • Microsoft 365 Administration (preferred)
  • Active Directory (preferred)
  • Fundamental understanding of DNS, DHCP and TCP/IP (preferred)
  • Microsoft Exchange and SQL Server (preferred)
  • VMware vSphere (preferred)
  • Knowledge of back up technologies (preferred)
  • Knowledge of security practices and policies (preferred)
  • Associates degree in IT-related curriculum (Relevant and significant industry experience may provide as a substitute)
  • Preferred certifications: CompTIA A+, Microsoft 365 Certified: Modern Desktop Administrator Associate (MD100 MD101), Microsoft 365 Fundamentals, CompTIA Network+
  • Ability to work independently and remain self-motivated
  • Strong work ethic and a proven track record of attendance
  • Ability to troubleshoot beyond the PC, including servers, network devices, and cloud systems
  • Willingness/ability to work after-hours/night shifts according to posted schedule