Tier 1 Systems Engineer

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

📋 Description

• Accountable for addressing customer issues, which involves resolving usage problems and managing service desk requests requiring IT intervention.

• Troubleshoot issues extending beyond personal computers, including servers, network devices, and cloud systems.

• Address customer support inquiries through various channels, such as phone, email, chat, or customer portal.

• Engage with clients in a professional and timely manner.

• Collaboratively resolve problems by working together with team members.

• Deliver excellent customer service skills across all communication forms.

• Work alongside Tier 2 and Tier 3 technicians for escalated customer support inquiries.

• Log resolutions and create knowledge base articles.

• Monitor time and activities within the Magna5 ticketing system.

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

⛳️ Requirements

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

• Experience troubleshooting printers, scanners, and scan-to-fax remotely.

• Proficient in remote troubleshooting of VPN issues.

• Knowledge of Active Directory/Azure AD.

• Familiarity with Office365/Microsoft365.

• Experience in LAN/WAN environments.

• Background with PSA and RMM tools.

• 1+ years of experience in a Managed Service Provider environment (preferred).

• Remote support experience with Apple products, including MacOS & iOS (preferred).

• Experience working within Life Sciences companies or in highly regulated environments (preferred).

• Knowledge of Microsoft Windows Server versions 2012/2016/2019/2022 (preferred).

• Proficiency in Microsoft 365 Administration (preferred).

• Familiarity with Active Directory (preferred).

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

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

• Knowledge of VMware vSphere (preferred).

• Awareness of backup technologies (preferred).

• Understanding of security practices and policies (preferred).

• An Associate's degree in an IT-related field is required. Significant relevant industry experience may substitute for the educational requirement (preferred).

🏝️ Benefits

• Hybrid work environment.

• Paid time off, including holidays and floating holidays.

• Bonus potential based on individual and company performance.

• Highly competitive and flexible medical, dental, and vision benefits packages.

• 401(k) plan with employer matching.

• Customized Life and Disability insurance plans.

• Full reimbursement for approved professional certifications and career development opportunities.