Tier 1 Engineer, End User Support - Hybrid - Philadelphia Area Job at Magna5 in

Tier 1 Engineer, End User Support - Hybrid - Philadelphia Area

Position: Tier 1 End User Support Engineer. This role is based in the Philadelphia area with 80% remote work and 20% on-site at customer sites/offices in the Philadelphia area.

Overview

As a member of the Support Center team, a Tier 1 End User Support Engineer is responsible for resolving usage problems and fulfilling service desk requests that require IT involvement. The role requires the ability to work independently, a strong work ethic, and reliable attendance. The technician is expected to troubleshoot beyond the PC, including servers, network devices, and cloud systems. The position reports to the manager and collaborates with other staff as needed.

Responsibilities

• Respond to customer support requests via phone, email, chat, or customer portal
• Interact with clients professionally and promptly
• Collaborate with team members to solve problems
• Provide quality customer service in all communications
• Escalate and collaborate with Tier 2 and Tier 3 technicians on advanced requests
• Document resolutions and contribute to knowledge base articles
• Track time and activity in the Magna5 ticketing system
• Utilize Magna5 monitoring and cybersecurity systems to triage alerts and alarms

Requirements

What you bring to the team – the ideal candidate will possess:

• Minimum of 1 year administering/supporting remote-desktop/app environments
• Remote troubleshooting of printers/scanners/scan-to-fax
• Remote troubleshooting of VPN issues
• Active Directory / Azure AD
• Office 365 / Microsoft 365
• LAN/WAN environments
• Experience with PSA and RMM tools

Preferred Experience

• 1+ year in a Managed Service Provider environment
• Experience remotely supporting Apple products (MacOS & iOS)
• Experience in life sciences or highly regulated environments

Preferred Skills

• Microsoft Windows Server 2012/2016/2019/2022
• Microsoft 365 Administration
• Active Directory
• DNS, DHCP, TCP/IP fundamentals
• Microsoft Exchange and SQL Server
• VMware vSphere
• Backup technologies
• Security practices and policies

Education & Certifications

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

• CompTIA A+
• Microsoft 365 Certified: Modern Desktop Administrator Associate
• MD100
• MD101
• Microsoft 365 Fundamentals
• CompTIA Network+

Hours & Schedule

Magna5 Support Center operates 24/7/365. This job posting follows a schedule: Mon–Fri from 8:00am to 5:00pm ET.

Benefits

• Hybrid environment
• Paid time off including holidays and floating holidays
• Bonus potential based on individual and company performance
• Medical, dental, and vision plans
• 401(k) with employer match
• Life and disability insurance plans
• Full reimbursement for approved professional certifications

About Magna5

Magna5 is a rapidly growing IT Managed Service Provider delivering cybersecurity, cloud hosting, backup and disaster recovery, and other IT services to mid-market to enterprise customers nationwide. We focus on delivering managed IT services, security, and network connectivity 24/7/365.