This position is for EVENING Shift ONLY (Friday-Tuesday 4:30pm – 12:30am EST). Must be eligible to work in the United States.

About the Role

As a member of the Support Center team, a Help Desk Technician (Tier 1) is responsible for basic customer issues such as solving usage problems and fulfilling service desk requests that need IT involvement. The expectation is that the technicians will troubleshoot beyond the PC, including troubleshooting servers, network devices, and cloud systems.

Magna5 has a dedicated Support Center where tickets will be received, prioritized, and if need be, escalated to higher tiers of support. The Help Desk Technician will work closely with the other staff members under the Managers direction with responsibilities including, but not limited to, the following:
• Respond to customer support requests that come in via phone, email, chat, or customer portal
• Utilize the Magna5 monitoring and cybersecurity systems to triage alerts and alarms
• Interact with clients using professionalism and promptness
• Jointly solve problems through collaboration with team members.
• Proven experience troubleshooting problems ranging from server, network, and PC issues.
• Must provide quality customer service skills in all forms of communication.
• Collaborate with Tier 2 and Tier 3 technicians on escalated customer support requests
• Document resolutions and build knowledge base articles
• Engage in continued certification training to improve their skillset.
• All technicians are required to track time and activity in the Magna5 ticketing system.

Requirements:

What You Bring to the Team
• Minimum of 6 months experience in administering/supporting any of the following.
• LAN/WAN environments.
• Office365 and Azure
• Network Operations Center
• Help desk or relevant customer service skills
• Experience with PSA and RMM Tools

Skills
• Prior MSP Experience a plus
• Microsoft Windows Server 2016/2019
• Active Directory
• Microsoft Office Suite
• Microsoft365 administration knowledge
• Fundamental understanding of DNS, DHCP and TCP/IP
• Microsoft Exchange and SQL Server
• VMware vSphere
• Knowledge of back up technologies
• Knowledge of security practices and policies

Hours & Schedule

The Magna5 Support Center operates 24/7. This job posting is specifically for the following schedule: Friday through Tuesday from 4:30pm EST to 12:30am EST. All technicians may be required to work holiday shifts if they fall upon your scheduled day to work.

Certification Expectations

Associates degree preferred. Relevant and significant industry experience may provide as a substitute for the education requirement.

Preferred Certifications
• A+
• Network +
• Microsoft Beginner Certificates
• Security+

Work Perks
• 100% permanently remote position with no plans to return to an office
• 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
• Monthly mobile phone plan and internet service stipend

What We Do

Magna5 is a rapidly growing IT Managed Service Provider delivering cybersecurity, private and public cloud hosting, backup and disaster recovery and other advanced services from mid-market to enterprise customers nationwide, including leaders within the education, healthcare, government, financial services, manufacturing, and other industry segments. We integrate advancements in technology and processes to drive businesses forward. As a trusted managed services provider, we bring together the right mix of managed IT services, security, and network connectivity, fully managed by our team of experts 24/7/365. Our passion is to help companies function better, faster, and smarter. We offer an exciting and collaborative environment, with growth potential. For more information, visit our website at