Tier 1 It Help Desk Technician - Fully Remote

Description:

About the Role

As a member of the Support Center team, a Help Desk Technician (Tier 1) is responsible for basic customer issues such as solving usage problems and fulfilling service desk requests that need IT involvement. The expectation is that the technicians will troubleshoot beyond the PC, including troubleshooting servers, network devices, and cloud systems.

Magna5 has a dedicated Support Center where tickets will be received, prioritized, and if need be, escalated to higher tiers of support. The Help Desk Technician will work closely with the other staff members under the Manager’s direction with responsibilities including, but not limited to, the following:

• Must provide quality customer service skills in all forms of communication.
• Utilize the Magna5 monitoring and cybersecurity systems to triage alerts and alarms
• Proven experience troubleshooting problems ranging from server, network, and PC issues.
• Jointly solve problems through collaboration with team members.
• Interact with clients using professionalism and promptness
• Engage in continued certification training to improve their skillset.
• Respond to customer support requests that come in via phone, email, chat, or customer portal
• Collaborate with Tier 2 and Tier 3 technicians on escalated customer support requests
• All technicians are required to track time and activity in the Magna5 ticketing system.
• Document resolutions and build knowledge base articles

Requirements:

What Your Bring to the Team

Education

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

Experience

Minimum of 6 months experience in administering/supporting any of the following.

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

Preferred Certifications

• Microsoft Beginner Certificates
• CCENT / CCT
• Network +
• Security+

Skills

• Microsoft Exchange and SQL Server
• Knowledge of security practices and policies
• Fundamental understanding of DNS, DHCP and TCP/IP
• Microsoft365 administration knowledge
• Knowledge of back up technologies
• Microsoft Office Suite
• VMware vSphere
• Microsoft Windows Server 2016/2019
• Active Directory

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.

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.

Work Perks

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