Magna5 · 1 month ago
Tier 2 Systems Engineer - Fully Remote
United States
Full-time
Remote
Senior Level
5+ years expMagna5 is a rapidly growing IT Managed Service Provider delivering advanced services to a wide range of industries. The Tier 2 Systems Engineer will be responsible for addressing complex technical issues, collaborating with clients and team members, and providing exceptional customer service while managing support tickets and escalations.
InfrastructureNetwork SecurityUnified Communications
Responsibilities
Be able to work in a fast-paced environment
Work support tickets that come in via phone, email, or customer portal
Collaborate with Team Members regarding resolutions to various customers
Proven Experience troubleshooting problems ranging from server, network, and PC issues
Must provide quality customer service skills in all forms of communication
Handle escalations from Tier 1 phones calls, emails, or monitoring alerts
Utilize experience and knowledge to assess issues and provide solutions for Tier 1 escalations
Assist Tier 1 with responding to alerts and tickets from various monitoring systems
Take ownership of tickets and customer interactions
Document resolutions and update procedures may be outdated
Engage in continued certification training to improve skillset
Escalate issues to Tier 3 when needed and remediate client issues
Report critical incidents or problems that become too complex for self-resolution
Tier 2 Engineer must be flexible to work all shifts including some holidays and weekends
Assist the Operations Center staff as needed with special projects and other duties
Qualification
Required
Relevant and significant industry experience may provide as a substitute for the education requirement
Microsoft, Cisco, and VMware certifications required
Minimum of 5 years of experience in a similar role within a managed services environment
LAN/WAN environments experience
Office365 and Azure experience
Network Operations Center experience
Help desk or relevant customer service skills
Experience with PSA and RMM Tools
Cisco Certified Network Associate (CCNA)
Microsoft Intermediate Certificates
Security+ certification
Fortinet Network Security Expert 7 (NSE7)
Microsoft Windows Server 2012/2016/2019 and Active Directory skills
Microsoft Office Suite and Office365 experience
Fundamental understanding of DNS, DHCP and TCP/IP
Microsoft Exchange and SQL Server knowledge
VMware vSphere 6.5 and above knowledge
Knowledge of back up technologies
Knowledge of security practices and policies
Excellent problem-solving abilities with a focus on root cause analysis
Strong communication skills, both written and verbal
Leadership qualities with the ability to mentor and guide junior team members
Strong organizational skills and attention to detail
Bachelor's degree in Computer Science, Information Technology, or a related field (or equivalent experience)
Benefits
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
Company
Magna5
Magna5 is a provider of cloud-based communications, hybrid network, and IT Services solutions.
201-500 employees
Funding
Current Stage
Growth StageLeadership Team
Robert Farina
Chief Executive Officer
Dan O'Connor
Vice President of Finance
Recent News
PR Newswire
2025-11-05
2025-10-21
Company data provided by crunchbase