Note: The job is a remote job and is open to candidates in USA. Magna5 is a rapidly growing IT Managed Service Provider delivering managed IT services, cybersecurity, cloud hosting, backup and disaster recovery, and network connectivity to organizations nationwide. The Tier 1 Engineer will monitor, triage, troubleshoot, document, and escalate infrastructure, endpoint, network, and cybersecurity incidents during after-hours support operations.
Responsibilities
- Respond to monitoring alerts and support requests received through phone, email, ticketing systems, and remote monitoring platforms
- Triage infrastructure, endpoint, and cybersecurity alerts using established workflows and escalation procedures
- Troubleshoot first-level issues involving servers, networks, PCs, and cloud environments, resolving incidents when possible and escalating when needed
- Collaborate with Tier 2 and Tier 3 technicians on escalated issues to support timely resolution
- Document troubleshooting steps, resolutions, and recurring issues in the ticketing system and knowledge base
- Track time, activity, and ticket updates accurately within the PSA and RMM platforms
- Maintain service quality through prompt, professional communication with clients and internal team members
- Participate in ongoing technical training and certification development to strengthen support capabilities
Skills
- Ability to follow structured support processes and escalation paths with consistency
- Comfortable managing recurring monitoring activity and sustained ticket-based work over the course of a shift
- Clear written communication for documentation, ticket updates, and knowledge base contributions
- Working knowledge of troubleshooting across server, network, endpoint, and cloud support environments
- Collaborative approach to issue resolution within a tiered support model
- Minimum of 1 year of experience supporting or administering one or more of the following: LAN/WAN environments, Microsoft 365, Azure, VMware, Hyper-V, or Network Operations Center environments
- Experience with PSA and RMM tools
- Working knowledge of Microsoft Windows Server 2016/2019, Active Directory, Microsoft 365 administration, DNS, DHCP, TCP/IP, Microsoft Exchange, SQL Server, VMware vSphere, backup technologies, and security practices
- This position is fully remote. Must be eligible to work in the United States
- Prior MSP experience preferred
Benefits
- Paid time off including paid holidays and float holidays
- Competitive and flexible medical, dental, and vision benefits plans to suit your needs
- 401(k) with generous employer match
- Tailored Life and Disability insurance plans
- Full reimbursement for approved professional certification and career enriching opportunities
- Fully remote
Company Overview