Job Description

**Candidate must live within 40 miles of Natick, MA. Majority of work will be onsite with clients. When not in the field, technician will work from home.

About the Role

The Tier 2 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 technicians will troubleshoot beyond the PC, including troubleshooting servers, network devices, and cloud systems. Tier 2 will alert Tier 3 team when unable to resolve.

Responsibilities:

The Tier 2 Engineer will work closely with the other staff members under the Tier 2 Manager\'s direction with responsibilities including, but not limited to, the following:

• 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• Document resolutions and update procedures may be outdated.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

In addition to the responsibilities outlined above, the Tier 2 Engineer is responsible for the following additional responsibilities and duties:

• Assist the Operations Center staff as needed with special projects and other duties.

What You Bring to The Team

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

Experience

Minimum of 12 months experience in administering/supporting any of the following.

• LAN/WAN environments
• Office365 and Azure
• Network Operations Center
• Help desk or relevant customer service skills
• Experience with PSA and RMM Tools

Certifications

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

Skills

• 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 back up technologies
• Knowledge of security practices and policies

Opportunities

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.

Work Perks

• Extensive paid time off including paid holidays and float holidays
• Highly competitive and flexible medical, dental, and vision benefits plans to suit your needs
• 401(k) with generous employer match
• Tailored Life and Disability insurance plans
• Full reimbursement for approved professional certification and career enriching opportunities?
• Monthly mobile phone plan and internet service stipend

Hours & Schedule

The Magna5 Support Center operates 24/7. The shift for this position will be M-F 8:30 AM to 5:30 PM.

About Magna5

Magna5 is a rapidly growing IT Managed Service Provider delivering cybersecurity, private and public cloud hosting, backup and disaster recovery and other advanced services to mid-market and enterprise customers nationwide, including leaders within the education, healthcare, government, financial services, manufacturing and other industry segments. We integrate advancements in technology and processes to drive businesses forward. As a trusted managed services provider, we bring together the right mix of managed IT services, security, and network connectivity, fully-managed by our team of experts 24/7/365. Our passion is to help companies function better, faster, and smarter. We offer an exciting and collaborative environment, with growth potential. For more information, visit our website at .

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Magna5 MS LLC