Tier 2 Systems Engineer, End User Support

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• Document resolutions and update procedures may be outdated.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.

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.

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

Requirements

Relevant and significant industry experience may provide as a substitute for the education…