Tier 1 Engineer, Defense Sector Services

Magna5 MS • Fredericksburg, VA

2d • Hybrid

About The Position

Magna5 provides a portfolio of managed IT services, including network and desktop management, cybersecurity, private and public cloud services and back-up and disaster recovery. Our clients are small to mid-size enterprises that look to us to improve their IT performance, enhance the experience of their end-users, and allow them to focus their resources on projects that are strategic to their organization’s business plan. As a member of the Defense Sector team, a Tier 1 Engineer is responsible for customer issues such as solving usage problems and fulfilling service desk requests that need IT involvement. The team focuses on delivering managed services in a CMMC compliant fashion. 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. While the Defense Sector Team is at the core a managed IT team, the problems and issues that you will encounter are often unique to the Defense Industrial Base.

Requirements

• Great customer service
• Desire to help others
• Remote troubleshooting of printers and other devices
• Remote troubleshooting of VPN issues
• Active Directory/Entra AD
• Office 365/Microsoft 365
• LAN/WAN environments

Nice To Haves

• 1+ year in a Managed Service Provider environment
• Experience with PSA and RMM Tools
• Experience working with, within, or adjacent to US Government systems
• CAC/PIV/PKI
• GCC High
• Azure Government
• Microsoft Windows Server
• Active Directory
• Fundamental understanding of DNS, DHCP and TCP/IP
• Microsoft 365 administration
• Knowledge of back up technologies
• Knowledge of security practices and policies

Responsibilities

• Responding to customer support requests for Defense Industrial Base customers
• Interacting with clients using professionalism and promptness
• Jointly solving problems through collaboration with team members.
• Providing quality customer service skills in all forms of communication
• Collaborating with team members on escalated customer support requests
• Documenting resolutions and building knowledge base articles
• Tracking time and activity in the Magna5 ticketing system
• Utilizing the Magna5 monitoring and cybersecurity systems to triage alerts and alarms

Benefits

• Primarily work from home remotely.
• 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 generous employer match.
• Tailored life and disability insurance plans.
• Full reimbursement for approved professional certification and career enriching opportunities

What This Job Offers

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