Tier 2 Systems Engineer - Fully Remote

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Tier 2 Systems Engineer

This position is 100% remote. Applicants must be eligible to work in the United States and currently reside in the United States. The Tier 2 Systems Engineer is responsible for basic or complex issues. Tier 2 will handle escalation calls/tickets from Tier 1, working with the clients by responding to issues, working tickets and owning the ticket until it is resolved.

Tier 2 will also assist with working Tier 1 issues when available. The expectation is that the Tier 2 engineers will troubleshoot beyond the PC, including troubleshooting servers, network devices, and cloud systems. Tier 2 will alert Tier 3 team when unable to resolve.

• 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 phone 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• Document resolutions and update procedures may be outdated.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.

Relevant and significant industry experience may provide as a substitute for the education requirement. Microsoft, Cisco, and VMware certifications required.

Experience:

Minimum of 5 years of experience in a similar role within a managed services environment.

• LAN/WAN environments
• Office
  365 and Azure
• Network Operations Center
• Help desk or relevant customer service skills
• Experience with PSA and RMM Tools

• Microsoft, Cisco, Fortinet, and VMware certifications required.
• Cisco Certified Network Associate (CCNA)
• Microsoft Intermediate Certificates
• Security+
• Fortinet Network Security Expert 7 (NSE7)

• Microsoft Windows Server 2012/2016/2019 and Active Directory
• Microsoft Office Suite and Office
  365 experience
• Fundamental understanding of DNS, DHCP and TCP/IP
• Microsoft Exchange and SQL Server
• VMware vSphere 6.5 and above
• Knowledge of backup 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).

At Magna5, we’ve put thought into what it takes to build a strong and competent team. A team that collaborates and encourages their peers at a company that promotes individual growth, not one that silo’s them. Magna5 has developed a training program that will allow any member of our team to enhance their education that will enable them to grow their knowledge and mature their skillsets.

We provide people with a career path into new technology and senior positions that most companies do not offer.

The Magna5 Support Center operates 24/7. The shift for this position will be M-F 8:00 AM to 5:00 PM.

• 100% remote position
• 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…