Tier 1 Systems Engineer

Magna5

Tier 1 End User Support role for Magna5, an IT Managed Service Provider. Responsible for addressing customer support issues, troubleshooting, and collaborating with technical teams.

Posted 4/28/2026full-timeRemote • Pennsylvania • 🇺🇸 United StatesJuniorWebsite

Tech Stack

Tools & technologies

AzureCyber SecurityDNSiOSMacOSSQLTCP/IPVMware

About the role

Key responsibilities & impact

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

Requirements

What you’ll need

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
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 (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 for the education requirement. (preferred)
CompTIA A+ (preferred)
Microsoft 365 Certified: Modern Desktop Administrator Associate MD100 MD101 (preferred)
Microsoft 365 Fundamentals (preferred)
CompTIA Network+ (preferred)

Benefits

Comp & perks

Hybrid environment
Paid time off including paid holidays and floating holidays
Bonus potential based on individual and company performance
Highly competitive and flexible medical, dental, and vision benefits plans
401(k) with employer match
Tailored Life and Disability insurance plans
Full reimbursement for approved professional certification and career enriching opportunities

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

Remote-DesktopRemote-AppActive DirectoryAzure ADOffice365Microsoft365LANWANDNSDHCP

Soft Skills

customer serviceprofessionalismcollaborationproblem solvingcommunication

Certifications

CompTIA A+Microsoft 365 Certified: Modern Desktop Administrator AssociateMicrosoft 365 FundamentalsCompTIA Network+