Address
Form of workDescription
***Candidates must be within the Boston, MA area. This role is 80% work from customer sites/offices in the Boston area 20% work from home.
Title: Tier 2 Engineer, Field Services in End User Support
Reporting to the End User Support Manager, the Field Services Engineer will provide expert remote and on-site technical support for our business clients. The right candidates are comfortable handling escalation calls/tickets from Tier 2 helpdesk staff as well as owning tickets until they are fully resolved. Tier 2 Field Services Engineers troubleshoot beyond the PC, including work with servers, network devices, and cloud systems. Because this role requires client interaction, we are seeking IT professionals that are polite and well-organized.
The engineer will work from home when they are not on-site or reporting to our Natick, MA headquarters for staff meetings/trainings.
Responsibilities
IT Field Services Engineer will work closely with the other staff members under the End User Support Manager direction with responsibilities including, but not limited to, the following:
- Being able to work in the field as an engineer individually and with a team
- Working support tickets that are assigned to you
- Collaborating with Team Members regarding resolutions to various customers
- Providing quality customer service skills in all forms of communication
- Troubleshooting problems ranging from basic server, network, and PC issues
- Install, troubleshoot, service, and repair of computers and related hardware
- Install and/or move network equipment including servers, routers, and firewalls
- Investigates information, network, and communications needs of users
- Taking ownership of tickets and customer interactions
- Documenting resolutions and update procedures that may be outdated
- Engaging in continued certification training to improve skillset
- Escalating issues when needed
- Reporting critical incidents or problems that become too complex for self-resolution
- Demonstrating flexibility in working some holidays and weekends
Requirements
- Hands-on knowledge of most computer systems, peripherals, and network switching topologies
- Associates degree preferred. Relevant and significant industry experience may provide as a substitute for the education requirement. Microsoft, Cisco, and VMware certifications desired
Experience
Minimum of two years' experience in administering/supporting the following.
- Windows servers, networks, and workstations
- Office365 and Email
- Help desk or relevant customer service skills
- PSA and RMM Tools
Preferred Certifications
- At least one certification in: CompTIA A+, N+, or S+, Microsoft Beginner Certificates
- Candidates with multiple certifications will have priority consideration
Skills
- Microsoft Windows products and desktop support
- Microsoft software and Office365 experience a plus
- Network hardware installation and patch cable connections
- Light duty cabling for mounting wireless access points
- Ability to assess and recommend upsell opportunities to sales teams
- Knowledge of security practices and policies including backup
- Telecom experience not required but considered a plus
About Magna5
Magna5 is a rapidly growing IT Managed Service Provider delivering cybersecurity, private and public cloud hosting, backup and disaster recovery and other advanced services to mid-market and 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.magna5global.com.
PM21
