Tier 1 It Support Technician - Fully Remote

About the Role

As a member of the Support Center team, an Operations Engineer (Tier 1) is responsible for customer issues such as solving usage problems and fulfilling service desk requests that need IT involvement. The ability to work independently and remain self-motivated is a must. A strong work ethic and a proven track record of attendance is essential. The expectation is that the technician will troubleshoot beyond the PC, including troubleshooting servers, network devices, and cloud systems. The Operations Engineer (Help Desk Technician) will work closely with the other staff members under the manager’s direction with responsibilities including, but not limited to:

• Providing quality customer service skills in all forms of communication
• Responding to customer support requests that come in via phone, email, chat, or customer portal
• Utilizing the Magna5 monitoring and cybersecurity systems to triage alerts and alarms
• Collaborating with Tier 2 and Tier 3 technicians on escalated customer support requests
• Jointly solving problems through collaboration with team members.
• Documenting resolutions and building knowledge base articles
• Interacting with clients using professionalism and promptness
• Tracking time and activity in the Magna5 ticketing system

What You Bring to the Team – the ideal candidate will possess the following.

Minimum of 1 year administering/supporting the following:

• Remote-Desktop/Remote-App Environments
• LAN/WAN environments
• Remote troubleshooting of printers/scanners/scan-to-fax
• Experience with PSA and RMM Tools
• Active Directory/Azure AD
• Remote troubleshooting of VPN issues
• Office365/Microsoft365

Preferred Experience

• Electronic Health Record (EHR) software including Allscripts, Greenway
• 1+ year in a Managed Service Provider environment
• Experience remotely supporting Apple products including MacOS & iOS

Preferred Skills

• Microsoft Windows Server 2012/2016/2019
• Microsoft Exchange and SQL Server
• Knowledge of security practices and policies
• Fundamental understanding of DNS, DHCP and TCP/IP
• Knowledge of back up technologies
• VMware vSphere
• Active Directory

Education Expectations

Associates degree in IT-related curriculum. Relevant and significant industry experience may provide as a substitute for the education requirement.

Preferred Certifications

Engaging in continued certification training and obtaining certifications to improve a skillset is strongly promoted and supported at Magna5. As a Tier 1 Support Technician candidate, we are looking for:

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

Hours & Schedule

The Magna5 Support Center operates 24/7/365. This job posting is primarily for the following schedule: Mon-Fri from 8:00am ET to 5:00pm ET. All technicians will be required to work an occasional weekend shift and holiday shifts as well as be involved in the afternoon shift (4:30PM EST) rotation.

Work Perks

• Paid time off including paid holidays and floating holidays
• 100% permanently remote position with no plans to return to an office
• Full reimbursement for approved professional certification and career enriching opportunities
• 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
• Monthly mobile phone plan and internet service stipend

What We Do

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