IT Support Engineer

Job Description

Title: Tier 2 IT Support Technician

This is a remote hybrid role that offers flexibility, with 70% of the work being onsite at clients within the New York Metro Region and 30% work from home. When not working at a client's location (based in NYC area), technician will be working from home.

About The Role

We are seeking a skilled and motivated Tier 2 IT Support Technician to join our team. As a Tier 2 Engineer, you will provide technical support to our clients, working in a fast-paced environment. You will act as the primary technical escalation point for client-facing issues, resolving a wide range of server, network, and endpoint problems independently. *This is not a Tier 1 role - you’ll be expected to own tickets end-to-end and minimize escalation - will troubleshoot and resolve basic and complex issues related to servers, network devices, and cloud systems.* As part of the team, you will be responsible for responding to escalation calls/tickets from Tier 1, working with clients to resolve their issues, and ensuring the ticket is resolved to their satisfaction. Our expectation is that you will provide excellent customer service and collaborate with the team to resolve various issues. The Tier 2 Engineer will work closely with other staff members under the Tier 2 Manager’s direction.

Responsibilities:

As a Tier 2 technician, you are expected to demonstrate critical thinking, technical depth, and the ability to resolve client issues without defaulting to escalation. You should be comfortable supporting Microsoft 365, Active Directory, DNS/DHCP, network troubleshooting (ping, traceroute, etc.), and system-level triage (Windows Server, VPN, vSphere, etc.).

Respond promptly to support tickets that come in via phone, email, or customer portal.

Collaborate with team members to find solutions to various customer issues.

Troubleshoot problems ranging from server, network, and PC issues.

Handle escalations from Tier 1 phone calls, emails, or monitoring alerts.

Utilize your 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Document resolutions and update procedures that may be outdated.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 your skillset.

Report critical incidents or problems that become too complex for self-resolution.

Be flexible and willing to work all shifts, including some holidays and weekends.

Must have experience independently resolving Tier 2 issues (not escalating by default)

Demonstrated ability to troubleshoot DNS, DHCP, AD, server access, and O365 issues without step-by-step guidance

Hands-on experience with customer-facing troubleshooting in a fast-paced MSP or multi-client environment

What You Bring to the Team

While an associate's degree is preferred, we value relevant and significant industry experience as a substitute for the education requirement. Microsoft, Cisco, and VMware certifications are required.

Minimum of 2 years 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 Expectations:

Microsoft, Cisco, Fortinet, and VMware certifications required.

Cisco Certified Network Associate (CCNA)

Microsoft Intermediate Certificates

Security+

Fortinet Network Security Expert 7 (NSE7)

Preferred 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 backup technologies

Knowledge of security practices and policies

The New York base salary range for this full-time position is $65,000 to $80,000.

Work Perks

Hybrid environment

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 Description

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

Full-time

Hybrid remote