Tier 2 Network Engineer, End User Support

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

📋 Description

• Address customer support inquiries via incident tickets, phone calls, and email.

• Work collaboratively with colleagues to resolve issues and uphold exceptional customer service.

• Record resolutions and develop knowledge base articles.

• Take proactive measures to manage incidents, reducing recurring issues and troubleshooting complex problems.

• Maintain an overarching understanding of client environments.

• Engage in ongoing certification training.

• Contribute to internal projects and designs.

• Keep relevant certifications aligned with vendor partnership levels.

• Partake in an on-call rotation.

• Log time, activities, and communications using Magna5’s applications.

• Primarily work Monday to Friday, 8am to 5pm EST, with occasional after-hours troubleshooting or project tasks.

⛳️ Requirements

• At least 6 years of experience in administering/supporting networking technologies.

• An associate or bachelor’s degree in Information Technology, or equivalent work experience.

• Capability to thrive in a team setting and support multiple customer issues while effectively prioritizing workload based on severity.

• A strong curiosity and passion for learning new technology.

• A solid work ethic and a commitment to setting a positive example for peers.

• Experience in an MSP or professional service environment is advantageous.

• Proficiency in designing and implementing network topology.

• Strong foundational knowledge and experience with switches and routers.

• Familiarity with firewall functionalities such as NAT/PAT and VPN.

• Experience with EIGRP, OSPF, BGP, and MPLS/VPLS.

• Understanding and hands-on experience with Radius, LDAP, 802.1x, Spanning-Tree, and Port-Channels.

• Experience with high availability concepts including HSRP, VRRP, Active/Active, and Active/Passive.

• Knowledge of SD-WAN, QoS, and Traffic Shaping.

• Ability to create detailed network diagrams.

• Relevant networking certifications or a willingness to obtain credentials is highly preferred, including CCNA, NSE4, PCNSA, or Azure/AWS networking certifications.

• Readiness to participate in an on-call rotation.

• Commitment to certifying and maintaining relevant vendor certifications.

🏝️ Benefits

• Fully remote position with no plans to return to an office.

• Generous paid time off, including paid holidays and floating holidays.

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

• 401(k) plan with an attractive employer match.

• Customized Life and Disability insurance options.

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

• Monthly stipend for mobile phone and internet services.