Tier 2 Systems Engineer, End User Support

About The Role

The Tier 2 Systems 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 engineers 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

• 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.
• Aid 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• Document resolutions and update procedures may be outdated.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.
• Be flexible to work all shifts including some holidays and weekends.
• Assist the Operations Center staff as needed with special projects and other duties.

Qualifications

• 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
• Cisco Certified Network Associate (CCNA)
• Microsoft Intermediate Certificates
• Security+
• Fortinet Network Security Expert 7 (NSE7)
• 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

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

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

Pay

$70,000 - $95,000 annually

Schedule

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