Tier 2 Systems Engineer, End User Support

🔥 0 minutes ago

🔔 Pennsylvania – Remote

🔔 Pennsylvania – Remote

💵 $65k - $70k / year

⏰ Full Time

🟢 Junior

⚙️ Systems Engineer

🚫👨‍🎓 No degree required

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Magna5

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 2001

💼 Consulting

🏥 Healthcare

📦 Logistics

Consulting • Healthcare • Logistics

Magna5 is a leading provider of IT services, offering a comprehensive range of solutions including managed IT services, cybersecurity, and cloud hosting. With a national presence and strategic acquisitions like ThreatAdvice, they enhance their cybersecurity expertise and broaden their service offerings. Magna5 focuses on delivering IT consulting, compliance readiness, and multilayered security services to businesses across the U. S. , particularly in financial services and healthcare sectors. They are recognized for robust solutions that ensure businesses' operations are secure, compliant, and efficient.

📋 Description

• Handle basic and complex Tier 2 support issues and escalation calls/tickets from Tier 1 • Respond to client issues, work tickets, and own tickets through resolution • Troubleshoot servers, network devices, PCs, and cloud systems • Work support tickets received by phone, email, or customer portal • Collaborate with team members on customer resolutions • Handle escalations from Tier 1 calls, emails, and monitoring alerts • Assess issues and provide solutions for Tier 1 escalations • Assist Tier 1 with alerts and tickets from monitoring systems • Document resolutions and update procedures • Escalate unresolved or complex issues to Tier 3 and remediate client issues • Report critical incidents and complex problems • Assist Operations Center staff with special projects and other duties • Work the assigned Monday–Friday, 8:30 AM–5:30 PM shift in a 24/7 support center

🎯 Requirements

• Associate degree preferred; relevant and significant industry experience may substitute for education • Microsoft, Cisco, and VMware certifications required • Minimum of 12 months’ experience administering or supporting LAN/WAN environments, Office365 and Azure, Network Operations Center, help desk or relevant customer service, or PSA and RMM tools • Experience troubleshooting server, network, and PC issues • Microsoft Windows Server 2012/2016/2019 and Active Directory • Microsoft Office Suite and Office365 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 • CCNA, Microsoft Intermediate Certificates, Security+, Fortinet NSE7, and VMware certifications listed • Ability to work in a fast-paced environment • Quality customer service skills in all forms of communication • Flexibility to work all shifts, including some holidays and weekends • Must be in the Philadelphia, PA area

🏖️ 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 • Training program to enhance education, knowledge, and skillsets • Career path into new technology and senior positions