Tier 1 End User Support Technician - Hybrid - Philadelphia Area

Magna5 MS • Philadelphia, PA

410d • Hybrid

About The Position

As a Tier 1 End User Support Technician at Magna5, you will be a key member of the Support Center team, primarily responsible for addressing customer issues related to IT services. This role involves troubleshooting a variety of technical problems, fulfilling service desk requests, and providing exceptional customer service. The position is hybrid, allowing you to work from home most of the time with occasional office visits. You will collaborate with other technicians to resolve escalated issues and document solutions to enhance the knowledge base.

Requirements

• Minimum of 1 year administering/supporting Remote-Desktop/Remote-App Environments.
• Experience with remote troubleshooting of printers/scanners/scan-to-fax.
• Experience with remote troubleshooting of VPN issues.
• Knowledge of Active Directory/Azure AD and Office365/Microsoft365.
• Familiarity with LAN/WAN environments.
• Experience with PSA and RMM Tools.

Nice To Haves

• 1+ year in a Managed Service Provider environment.
• Experience remotely supporting Apple products including MacOS & iOS.
• Experience working with Life Sciences companies or in highly regulated environments.
• Knowledge of Microsoft Windows Server 2012/2016/2019/2022.
• Familiarity with Microsoft 365 Administration and Active Directory.
• Understanding of DNS, DHCP, and TCP/IP.
• Experience with Microsoft Exchange and SQL Server.
• Knowledge of VMware vSphere and backup technologies.
• Understanding of security practices and policies.

Responsibilities

• Responding to customer support requests via phone, email, chat, or customer portal.
• Interacting with clients professionally and promptly.
• Collaborating with team members to jointly solve problems.
• Providing quality customer service in all forms of communication.
• Documenting resolutions and building knowledge base articles.
• Tracking time and activity in the Magna5 ticketing system.
• Utilizing Magna5 monitoring and cybersecurity systems to triage alerts and alarms.

Benefits

• Paid holidays
• Disability insurance
• Health insurance
• Dental insurance
• Paid time off
• Vision insurance
• 401(k) matching

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Industry: Telecommunications
• Education Level: Associate degree