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outdated.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
PI
Keywords: Magna5 MS LLC, New York , Tier 2 IT Support Technician - Remote Hybrid - NYC Area, Professions , New York, New York
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