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Magna5 · 3 hours ago

Tier 1 Engineer, Network Operations Center - After Hours

United States

Full-time

Remote

Entry Level

1+ years exp

Magna5 is a rapidly growing IT Managed Service Provider delivering cybersecurity, private and public cloud hosting, backup and disaster recovery and other advanced services. The Tier 1 Engineer is responsible for responding to monitoring alerts and providing support to clients while collaborating with team members and documenting resolutions.

InfrastructureNetwork SecurityUnified Communications

Responsibilities

Respond to monitoring requests that come in via phone, email, or ticketing system

Utilize the Magna5 monitoring and cybersecurity systems to triage alerts and alarms

Interact with clients using professionalism and promptness

Jointly solve problems through collaboration with team members

Proven experience troubleshooting problems ranging from server, network, and PC issues

Must provide quality customer service skills in all forms of communication

Collaborate with Tier 2 and Tier 3 technicians on escalated customer support requests

Document resolutions and build knowledge base articles

Engage in continued certification training to improve their skillset

All technicians are required to track time and activity in the Magna5 ticketing system

Qualification

LAN/WAN environmentsOffice365AzureVMWareHyperVActive DirectoryMicrosoft Windows Server 2016/2019Microsoft365 administrationDNSDHCPTCP/IPMicrosoft ExchangeSQL ServerBackup technologiesSecurity practicesNetwork Operations CenterPSARMM ToolsCustomer service skillsNetwork + certificationSecurity+ certification

Required

Minimum of 1 year experience in administering/supporting any of the following: LAN/WAN environments, Office365 and Azure, VMWare and/or HyperV, Network Operations Center, Help desk or relevant customer service skills, Experience with PSA and RMM Tools

Proven experience troubleshooting problems ranging from server, network, and PC issues

Must provide quality customer service skills in all forms of communication

Collaborate with Tier 2 and Tier 3 technicians on escalated customer support requests

Document resolutions and build knowledge base articles

Engage in continued certification training to improve their skillset

All technicians are required to track time and activity in the Magna5 ticketing system

Prior MSP Experience a plus

Microsoft Windows Server 2016/2019

Active Directory

Microsoft365 administration knowledge

Fundamental understanding of DNS, DHCP and TCP/IP

Microsoft Exchange and SQL Server