**fully remote position
As a member of the support center team, the tier 1 technician is responsible for basic customer issues such as solving usage problems and fulfilling service desk requests that need it involvementThe expectation is that the tier 1 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 supportThe tier 1 technician will work closely with the other staff members under the manager’s 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.
Hours & schedule:?
The magna5 support center operates 24/7There are shifts during the day, evening, overnight, and weekendsThe support center offers shifts 8x5 and 10x4 depending on qualifications and work scheduleAll technicians may be required to work weekend and holiday shifts.
Associates degree preferredRelevant and significant industry experience may provide as a substitute for the education requirementMicrosoft, cisco, and vmware certifications desired.
Minimum of 6 months experience in administering/supporting any of the following.
Office365 and azure
Network operations center.
Help desk or relevant customer service skills.
Experience with psa and rmm tools
Ccent / cct
Microsoft beginner certificates
Microsoft windows server 2012/2016/2019 and active directory
Microsoft office suite and microsoft365 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