Note: The job is a remote job and is open to candidates in USA. Magna5 is an IT managed service provider delivering managed IT, cybersecurity, cloud hosting, backup, disaster recovery, and network connectivity services. The Tier 1 Engineer will monitor, triage, troubleshoot, document, and escalate infrastructure, endpoint, network, cloud, 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
- This position is fully remote.
Company Overview