Tier 2 Systems Engineer, End User Support

Magna5 MS LLC; Gilbert (AZ); On-site; USD 90,000 - 125,000; Full time

Benefits offered by this job

Paid time off & holidays

Bonus potential

Medical, dental, vision plans

401(k) with match

Certification reimbursement

Job summary

Magna5 is seeking a Tier 2 Systems Engineer to handle escalated issues across server, network, and cloud environments. You will own tickets from Tier 1, troubleshoot complex problems, and coordinate with Tier 3 when needed.

Collaborative teamwork and strong customer service are essential. The role requires 5+ years of experience in a managed services setting, with Microsoft, Cisco, and VMware certifications.

Qualifications

• Minimum 5 years in a similar managed services role.
• Certifications required: Microsoft, Cisco, WatchGuard, Sophos, VMware.
• Experience with LAN/WAN environments and Office365/Azure.
• Strong customer service and communication skills.

Responsibilities

• Respond to and own Tier 2 tickets from Tier 1 until resolution.
• Troubleshoot servers, network devices, and cloud systems beyond PC issues.
• Escalate to Tier 3 when needed and notify clients of status.
• Document resolutions and update procedures as needed.
• Work with 24/7 support schedule including holidays and weekends.

Skills

Customer service

Server/network troubleshooting

Escalation handling

Communication

Education

Bachelor’s degree in computer science/IT or related field

Tools

PSA and RMM Tools

Office365 & Azure

DNS/DHCP/TCP/IP

VMware vSphere

Job description

Description

About the Role

The Tier 2 Systems 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 engineers 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 Systems Engineer will work closely with the other staff members under the End User Support 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 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 weekends

In addition to the responsibilities outlined above, the Tier 2 Systems Engineer is responsible for the following additional responsibilities and duties:

• Assist the Operations Center staff as needed with special projects and other duties.

Magna5 Values

Win Together – We collaborate with clients and across the Magna5 team to provide complete solutions for every IT challenge.

Respond Fast – When clients or teammates reach out, we answer with urgency, assembling the needed expertise to provide quick and accurate resolutions.

Earn Trust – We strive to earn and keep the trust of our clients and teammates through our actions every day, fulfilling every promise we make.

Stay Transparent – No secrets and no surprises. We respect our clients and one another by providing candid assessments and complete, accessible information.

Think Ahead – “Good enough” isn’t good enough. We strive to be the best. Our team members are proactive with our problem solving and work to stay on the leading edge of new technologies that drive client success.

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 www.magna5.com.

Requirements

Requirements

What You Bring to The Team

Relevant and significant industry experience may provide as a substitute for the education requirement. Microsoft, Cisco, and VMware certifications required.

Experience:

Minimum of 5 years of experience in a similar role within a managed services environment.

• 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, Watchguard, Sophos, and VMware certifications required.
• Cisco Certified Network Associate (CCNA)
• Microsoft Intermediate Certificates
• Security+

Skills

• Microsoft Windows Server 2016/2019/2022/2025 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

Additional Responsibilities:

• Networking: Diagnose and resolve networking issues, ensuring optimal performance and security of client networks.
• Documentation: Maintain detailed documentation of system configurations, processes, and troubleshooting steps.
• Collaboration: Work closely with Tier 1 support, other engineers, and clients to deliver comprehensive IT solutions.
• Leadership: Mentor and guide junior team members, fostering a collaborative and knowledge-sharing environment.
• Continuous Improvement: Stay current with industry trends and technologies, continuously improving skills and knowledge.

Soft Skills:

• Excellent problem-solving abilities with a focus on root cause analysis.
• Strong communication skills, both written and verbal.
• Leadership qualities with the ability to mentor and guide junior team members.
• Strong organizational skills and attention to detail.

Education:

Bachelor’s degree in computer science, Information Technology, or a related field (or equivalent experience).

Opportunities

At Magna5, we’ve put thought into what it takes to build a strong and competent team. A team that collaborates and encourages their peers at a company that promotes individual growth, not one that silo’s them. Magna5 has developed a training program that will allow any member of our team to enhance their education that will enable them to grow their knowledge and mature their skillsets. We provide people with a career path into new technology and senior positions that most companies do not offer.

Hours & Schedule

The Magna5 Support Center operates 24/7. The shift for this position will be M-F 8:00 AM to 5:00 PM.

Work Perks

• Paid time off including paid holidays and floating holidays.
• Bonus potential based on individual and company performance
• Highly competitive and flexible medical, dental, and vision benefits plans
• 401(k) with employer match
• Tailored Life and Disability insurance plans
• Full reimbursement for approved professional certification and career enriching opportunities

Magna5 Values

Win Together – We collaborate with clients and across the Magna5 team to provide complete solutions for every IT challenge.

Respond Fast – When clients or teammates reach out, we answer with urgency, assembling the needed expertise to provide quick and accurate resolutions.

Earn Trust – We strive to earn and keep the trust of our clients and teammates through our actions every day, fulfilling every promise we make.

Stay Transparent – No secrets and no surprises. We respect our clients and one another by providing candid assessments and complete, accessible information.

Think Ahead – “Good enough” isn’t good enough. We strive to be the best. Our team members are proactive with our problem solving and work to stay on the leading edge of new technologies that drive client success.

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 www.magna5.com.