*** Need to be in the Philadelphia, PA area***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- Document resolutions and update procedures may be outdated.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
- Assist the Operations Center staff as needed with special projects and other duties.
Hours & Schedule The Magna5 Support Center operates 24/7. The shift for this position will be M-F 8:30 AM to 5:30 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
Requirements
Requirements Associates degree preferred. Relevant and significant industry experience may provide as a substitute for the education requirement. Microsoft, Cisco, and VMware certifications required.
Experience - Minimum 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
Salary Description
90000.00-100000.00
