Tier 1 Engineer - Hybrid - Bristol, PA

Magna5 MS • Bristol, PA

20h • Hybrid

About The Position

As a member of the Support Center team, a Tier 1 End User Support 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: Responding to customer support requests that come in via phone, email, chat, or customer portal 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 Tier 2 and Tier 3 technicians 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

Requirements

• Minimum of 1 year administering/supporting the following:
• Remote-Desktop/Remote-App Environments
• Remote troubleshooting of printers/scanners/scan-to-fax
• Remote troubleshooting of VPN issues
• Active Directory/Azure AD
• Office365/Microsoft365
• 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
• Microsoft Windows Server 2012/2016/2019/2022
• Microsoft 365 Administration
• Active Directory
• Fundamental understanding of DNS, DHCP and TCP/IP
• Microsoft Exchange and SQL Server
• VMware vSphere
• Knowledge of back up technologies
• Knowledge of security practices and policies
• CompTIA A+
• Microsoft 365 Certified: Modern Desktop Administrator Associate MD100 MD101
• Microsoft 365 Fundamentals
• CompTIA Network+

Responsibilities

• Responding to customer support requests that come in via phone, email, chat, or customer portal
• 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 Tier 2 and Tier 3 technicians 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

• Hybrid environment
• 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

What This Job Offers

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