Managed Services Operations - Tier 3 Engineer - Remote Hybrid - NC Area

Company: Magna5 MS LLC
Location: Charlotte
Posted on: August 7, 2022

Job Description:

Description:
Magna5 provides a portfolio of managed IT services, including network and desktop management, cybersecurity, private and public cloud services and back-up and disaster recovery, to name a few. Our clients are small to mid-size enterprises that look to us to improve their IT performance, enhance the experience of their end-users and allow them to focus their resources on projects that are strategic to their organization's business plan. Tier 3 Engineers are the highest echelon of support and are expected to maintain the standard for work ethic, client communication and technical knowledge. Reporting to the Regional Director of Service & Delivery, the Tier 3 Engineer is accountable for handling a wide variety of escalated issues with our managed services clients. In parallel, there will also be the opportunity to contribute towards larger projects and initiatives. There is no ceiling for growth.Tier 3 Engineers are expected to show initiative and be proactive towards problems and solutions. You will work closely with the other staff members under the Tier 3 Manager's guidance and direction. You will be an example for other engineers in terms of knowledge, experience, and leadership. The Tier 3 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 the is the intended order of operations, no Engineer is above working any issue or ticket regardless of escalation.Tier 3 responsibilities include, but are not limited to, the following:Respond to alerts and escalated tickets from various monitoring systemsTroubleshoot advanced problems with a high-level overview of client environmentsDocument procedures and resolutionsOwn tickets and issues, from resolution to proactive measures Must provide quality customer service; client problems are our problemsEscalate critical incidents or problems that become too complex for self-resolutionAssisting the Operations Center staff as needed with special projects and other duties

Requirements:
What You Bring to The TeamThe Tier 3 Engineers will work as a team to balance work and life at home however every engineer must be flexible to work all shifts including some holidays and weekends. We do not want to burn out our engineers.EDUCATION:Formal education preferred Associates/Bachelor's degree or technical equivalent. Relevant and significant industry experience may provide as a substitute for the education requirement. Industry certifications including Microsoft, Cisco, VMware, Fortinet, or AWS certifications recommended. EXPERIENCE:Minimum of 3 years' experience administering/supporting the following technologies relevant to the networking/system concentration:Enterprise Network Environments including design and implementationStrong fundamental knowledge and experience with switches, routers, firewallsLoad balancers and web application firewallsHigh Availability Concepts: HSRP/VRRP, A/A and A/P firewall conceptsSD-WAN, QoS, Traffic ShapingNetwork drawingsVirtualization including VMware and Hyper-VStorage and RAID conceptsActive Directory: Group Policy, Sites & Services, DNS, DFS, Certificate ChainsWindows Server and Linux (Ubuntu, CentOS, Red Hat)Exchange, Office 365, Hybrid Solutions and Migration, SPAM FiltersHosted Private and Public Cloud Solutions Azure / AWSBackup Solutions & Disaster RecoveryCERTIFICIATION EXPECTATION:Microsoft, VMware, and AWS certifications recommendedCisco Certified Network Associate (CCNA)Microsoft 365 Certified Enterprise Administrator or EquivalentSecurity+SKILLS:Microsoft Windows Server 2012/2016/2019 and Active DirectoryMicrosoft Office Suite and Microsoft365 experienceMicrosoft Exchange and SQL ServerVMware vSphere 6.5 and aboveKnowledge of back up technologiesKnowledge of security practices and policiesWork PerksThis role is considered fully remote, however periodic in-person meetings with your team and clients is expected, although a significant amount of your work can be conducted remotely. Extensive paid time off including paid holidays and float holidays Bonus potential based on individual and company performanceHighly competitive and flexible medical, dental, and vision benefits plans to suit your needs 401(k) with generous employer match Tailored Life and Disability insurance plans Full reimbursement for approved professional certification and career enriching opportunitiesWhat We DoMagna5 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.magna5global.com PM21PI187918915

Keywords: Magna5 MS LLC, Charlotte , Managed Services Operations - Tier 3 Engineer - Remote Hybrid - NC Area, Engineering , Charlotte, North Carolina