Tier 1 Systems Engineer

This is a fully remote position, open to applicants in Alabama.

📋 Description

• Accountable for addressing customer concerns such as resolving usage issues and fulfilling service desk requests requiring IT intervention.

• Perform troubleshooting beyond just PCs, including servers, network devices, and cloud systems.

• Address customer support inquiries through phone, email, chat, or the customer portal.

• Engage with clients in a professional and timely manner.

• Collaboratively resolve issues by working together with team members.

• Demonstrate quality customer service skills across all communication channels.

• Work in conjunction with Tier 2 and Tier 3 technicians on escalated customer support inquiries.

• Record solutions and develop knowledge base articles.

• Monitor time and activity within the Magna5 ticketing system.

• Leverage the Magna5 monitoring and cybersecurity systems to manage alerts and alarms.

⛳️ Requirements

• At least 1 year of experience in administering/supporting Remote-Desktop/Remote-App Environments.

• Remote troubleshooting of printers, scanners, and scan-to-fax issues.

• Remote troubleshooting of VPN problems.

• Knowledge of Active Directory/Azure AD.

• Proficiency in Office365/Microsoft365.

• Experience with LAN/WAN environments.

• Familiarity with PSA and RMM Tools.

• Over 1 year of experience in a Managed Service Provider environment (preferred).

• Experience in remotely supporting Apple products, including MacOS & iOS (preferred).

• Background in working with Life Sciences companies or in highly regulated environments (preferred).

• Proficient in Microsoft Windows Server 2012/2016/2019/2022 (preferred).

• Experience in Microsoft 365 Administration (preferred).

• Knowledge of Active Directory (preferred).

• Basic understanding of DNS, DHCP, and TCP/IP (preferred).

• Familiarity with Microsoft Exchange and SQL Server (preferred).

• Experience with VMware vSphere (preferred).

• Understanding of backup technologies (preferred).

• Knowledge of security practices and policies (preferred).

• An associate's degree in an IT-related field. Relevant and substantial industry experience may be considered as a substitute for the educational requirement (preferred).

🏝️ Benefits

• Hybrid work 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 matching.

• Customized Life and Disability insurance plans.

• Full reimbursement for approved professional certifications and career-enhancing opportunities.