Managed Services Operations - Tier 3 Engineer - Remote Hybrid - NC Area
Company: Magna5 MS LLC
Location: Charlotte
Posted on: August 7, 2022
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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
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