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About the Role

The Tier 2 Systems Engineer is responsible for handling basic to complex issues, responding to escalation calls and tickets from Tier 1, and troubleshooting servers, network devices, and cloud systems. The role involves owning tickets until resolution and alerting the Tier 3 team when unable to resolve.

Responsibilities

• 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.
• 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.
• Flexible to work all shifts including some holidays and weekends.
• Assist the Operations Center staff as needed with special projects and other duties.

Requirements

• Associates degree preferred. Relevant and significant industry experience may provide as a substitute for the education requirement.
• Microsoft, Cisco, and VMware certifications required.
• Minimum of 12 months experience in administering/supporting LAN/WAN environments.
• Minimum of 12 months experience in administering/supporting Office365 and Azure.
• Minimum of 12 months experience in administering/supporting Network Operations Center.
• Minimum of 12 months experience in administering/supporting 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).

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

Location

• Client sites within the NY Region

Work Type

• Hybrid remote work environment
• Onsite (client sites)

Experience Level

• Minimum of 12 months experience

Education Level

• Associates degree preferred

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.

About the Company

• Magna5 is a rapidly growing IT Managed Service Provider delivering cybersecurity, private and public cloud hosting, backup and disaster recovery and other advanced services from mid-market to 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 www.magna5.com.