Tier 2 IT Support Technician - Remote Hybrid - NYC Area

Company: Magna5 MS LLC
Location: New York
Posted on: May 16, 2022

Job Description:

Description: This is a remote hybrid role. When not working at a client's location (based in NYC area), technician will be working from home.Reporting to the Tier 2 Manager, the Tier 2 Engineer is responsible for basic or complex issues. Tier 2 will handle escalation calls/tickets from Tier 1, working with the clients by responding to issues, working tickets and owning the ticket until it is resolved. Tier 2 will also assist with working Tier 1 issues when available. The expectation is that the Tier 2 technicians will troubleshoot beyond the PC, including troubleshooting servers, network devices, and cloud systems. Tier 2 will alert Tier 3 team when unable to resolve. Responsibilities: The Tier 2 Engineer will work closely with the other staff members under the Tier 2 Manager's direction with responsibilities including, but not limited to, the following:

• Be able to work in a fast-paced environment.
• Work support tickets that come in via phone, email, or customer portal.
• Collaborate with Team Members regarding resolutions to various customers.
• Proven Experience troubleshooting problems ranging from server, network, and PC issues.
• Must provide quality customer service skills in all forms of communication.
• Handle escalations from Tier 1 phones calls, emails, or monitoring alerts.
• Utilize experience and knowledge to assess issues and provide solutions for Tier 1 escalations.
• Assist Tier 1 with responding to alerts and tickets from various monitoring systems.
• Take ownership of tickets and customer interactions.
• Document resolutions and update procedures that may be outdated.
• Engage in continued certification training to improve skillset
• Escalate issues to Tier 3 when needed and remediate client issues.
• Report critical incidents or problems that become too complex for self-resolution.
• Tier 2 Engineer must be flexible to work all shifts including some holidays and weekendsIn addition to the responsibilities outlined above, the Tier 2 Engineer is responsible for the following additional responsibilities and duties:
  • Assist the Operations Center staff as needed with special projects and other duties. Requirements: Associates degree preferred. Relevant and significant industry experience may provide as a substitute for the education requirement. Microsoft, Cisco, and VMware certifications required. ExperienceMinimum of 12 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 Certifications
      • Microsoft, Cisco, Fortinet, and VMware certifications required.
      • Cisco Certified Network Associate (CCNA)
      • Microsoft Intermediate Certificates
      • Security+
      • Fortinet Network Security Expert 7 (NSE7) Skills
        • Microsoft Windows Server 2012/2016/2019 and Active Directory
        • Microsoft Office Suite and Office365 experience
        • Fundamental understanding of DNS, DHCP and TCP/IP
        • Microsoft Exchange and SQL Server
        • VMware vSphere 6.5 and above
        • Knowledge of back up technologies
        • Knowledge of security practices and policies About Magna5: Magna5 is a rapidly growing IT Managed Service Provider delivering cybersecurity, private and public cloud hosting, backup and disaster recovery and other advanced services to mid-market and 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 . PM21
          
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Keywords: Magna5 MS LLC, New York , Tier 2 IT Support Technician - Remote Hybrid - NYC Area, Professions , New York, New York