Tier 2 Systems Engineer
45 SolutionsBristol, PA, US2 days ago
Job type
- Full-time
Job descriptionBe able to work in a fast-paced environment. Work support tickets that come in via phone, email, or the customer portal. Collaborate with Team Members on resolving issues for various customers. Proven Experience in 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 phone 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 Document resolutions and update procedures may be outdated.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. Relevant and significant industry experience may be provided as a substitute for the education requirement. Microsoft, Cisco, and VMware certifications required. Minimum of 5 years of experience in a similar role within a managed services environment. LAN / WAN environments Office 365 and Azure Network Operations Center Help desk or relevant customer service skills Experience with PSA and RMM Tools Microsoft, Cisco, Fortinet, and VMware certifications required. Cisco Certified Network Associate (CCNA) Microsoft Intermediate Certificates Security+ Fortinet Network Security Expert 7 (NSE7) Microsoft Windows Server 2012 / 2016 / 2019 and Active Directory Microsoft Office Suite and Office 365 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 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 to enhance skills and knowledge continuously. 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. Bachelor’s degree in Computer Science, Information Technology, or a related field (or equivalent experience). The Support Center operates 24 / 7. The shift for this position will be Monday to Friday, 8 : 00 AM to 5 : 00 PM. 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 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.
Job Description
Job Description
- Applicants MUST reside within a commutable distance to Bristol, PA, as this position is an ON-SITE position. Additionally, only US Citizens or Green Card Holders will be considered at this time, as there are no visa sponsorship opportunities
About The Role :
The Tier 2 Systems Engineer is responsible for handling both basic and complex issues. Tier 2 will handle escalation calls / tickets from Tier 1, working with clients by responding to issues, managing tickets, and owning them until resolution. Tier 2 will also assist with working on 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 the Tier 3 team when unable to resolve the issue.
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 :
In Addition To The Responsibilities Outlined Above, The Tier 2 Systems Engineer Is Responsible For The Following Additional Responsibilities And Duties :
Requirements :
What You Bring to The Team :
Experience :
Certifications (Optional but great to have!)
Skills :
Additional Responsibilities :
Soft Skills :
Education :
Hours & Schedule :
Work Perks :
Company Values :
What We Do :
The company 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.
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System Engineer • Bristol, PA, US
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