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**Remote position. Must be eligible to work in the United States.
About the role
Tier 3 Engineers are the highest tier of support in Information Technology and are expected to maintain the highest standard of work ethic, client communication, and technical knowledge. As a member of the Professional Services team, a Tier 3 Engineer is accountable for handling a wide variety of projects and initiatives. In parallel, there will also be responsibility for handling escalations.Tier 3 Engineers are expected to show initiative and be proactive towards project implementation, problems and solutions.
You will work closely with the other staff members under the Manager’s guidance and direction. You will be an example for other engineers in terms of knowledge, experience, and leadership. The senior support team is expected to be the highest tier of support. The group is expected to lead initiatives and be an expert internally, and with clients.Magna5 has a dedicated Network Operations Center where tickets will be received, prioritized, and if need be, escalated to higher tiers of support. While there is the intended order of operations, no Engineer is above working any issue or ticket regardless of escalation.Tier 3 Engineer responsibilities include, but are not limited to, the following:
- Implement and deliver on project scopes while working closely with the project management team
- Interact with clients using professionalism and promptness
- Jointly solve problems through collaboration with team members.
- Must provide quality customer service skills in all forms of communication.
- Collaborate with other technicians on escalated customer support requests
- Document resolutions and build knowledge base articles
- Take proactive measures on incidents to help prevent further issues
- Troubleshoot advanced problems with a high-level overview of client environments
- Engage in continued certification training to improve their skillset.
- All technicians track time and activity and communicate ticket and project updates via ConnectWise.
Requirements
What You Bring to the Team – the ideal candidate will possess the following.
- Formal education preferred Associates/Bachelor’s degree or technical equivalent. Relevant and significant industry experience in Information Technology may provide as a substitute for the education requirement. Industry certifications including Cisco, Fortinet, Palo Alto, AWS, Azure are recommended.
Preferred Experience
- Minimum of 3 years’ experience administering/supporting the following technologies relevant to network engineering:
- Enterprise Network Environments including design and implementation
- Strong fundamental knowledge and experience with switches, routers, firewalls, SD-WAN, wireless access points
- Strong understanding of NAT/PAT
- EIGRP/OSPF/BGP, MPLS/VPLS, AD/Cost/Metric
- ACL’s, Policy-Based Routing, Route-Maps, Prefix-lists
- Radius/LDAP/802.1x
- Spanning-Tree, Port-Channels
- High Availability Concepts: HSRP/VRRP, A/A and A/P firewall concepts
- SD-WAN, QoS, Traffic Shaping
- Network drawings
Preferred Certifications:
- Cisco Certified Network Professional (CCNP)
- Fortinet Network Security Expert 7 (NSE7)
- Palo Alto Networks Certified Network Security Engineer (PCNSE)
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 www.magna5.com.
