Tier 1 Engineer, End User Support

About the Role 

As a member of the End User Support team, a Tier 1 Engineer is responsible for customer issues such as solving usage problems and fulfilling service desk requests that need IT involvement. The ability to work independently and remain self-motivated is a must. A strong work ethic and a proven track record of attendance is essential. The expectation is that the technician will troubleshoot beyond the PC, including troubleshooting servers, network devices, and cloud systems. The Help Desk Technician will work closely with the other staff members under the manager’s direction with responsibilities including, but not limited to: 

• 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 
• What You Bring to the Team – the ideal candidate will possess the following: 

 Required Experience 

• Minimum of 1 year administering/supporting the following: 
• 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 Experience 

• 1+ year in a Managed Service Provider environment 
• Experience remotely supporting Apple products including MacOS & iOS 
• Electronic Health Record (EHR) software including Allscripts, Greenway 
• Preferred Skills 
• Microsoft Windows Server 2012/2016/2019 
• 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 

Education Expectations Associates degree in IT-related curriculum. Relevant and significant industry experience may provide as a substitute for the education requirement. 

Preferred Certifications 

• Engaging in continued certification training and obtaining certifications to improve a skillset is strongly promoted and supported at Magna5. As a Tier 1 Support Technician candidate, we are looking for: 
• A+ 
• Microsoft 365 Certified: Modern Desktop Administrator Associate 
• MD100 
• MD101  
• Microsoft 365 Fundamentals 
• Network+ 

Hours & Schedule The Magna5 Support Center operates 24/7/365. All technicians will be required to work an occasional holiday shift.  

Work Perks 

• Paid time off including paid holidays and float holidays 
• Competitive and flexible medical, dental, and vision benefits plans to suit your needs 
• 401(k) with generous employer match 
• Tailored Life and Disability insurance plans 
• Full reimbursement for approved professional certification and career enriching opportunities 

What We Do Magna5 is a rapidly growing IT Managed Service Provider delivering cybersecurity, private and public cloud hosting, backup and disaster recovery and other advanced services from mid-market to enterprise customers nationwide, including leaders within the education, healthcare, government, financial services, manufacturing, and other industry segments. We integrate advancements in technology and processes to drive businesses forward. As a trusted managed services provider, we bring together the right mix of managed IT services, security, and network connectivity, fully managed by our team of experts 24/7/365. Our passion is to help companies function better, faster, and smarter. We offer an exciting and collaborative environment, with growth potential. For more information, visit our website at?www.magna5global.com