**fully remote position
Senior systems engineers are the highest tier of support in information technology and are expected to maintain the standard for work ethic, client communication and technical knowledgeAs a member of the support center team, the senior systems engineer is accountable for handling a wide variety of escalated issues with our managed services clientsIn parallel, there will also be the opportunity to contribute towards larger projects and initiatives.
Senior systems engineers are expected to show initiative and be proactive towards problems and solutions.?
You will work closely with the other staff members under the manager’s guidance and directionYou will be an example for other engineers in terms of knowledge, experience, and leadershipThe senior support team is expected to be the highest tier of supportThe 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 supportWhile there is the intended order of operations, no engineer is above working any issue or ticket regardless of escalation.
Senior systems engineer responsibilities include, but are not limited to, the following:
Respond to customer support requests that come in via phone, email, chat, or customer portal
Utilize the magna5 monitoring and cybersecurity systems to triage alerts and alarms
Interact with clients using professionalism and promptness
Jointly solve problems through collaboration with team members.
Proven experience troubleshooting problems ranging from server, network, and pc issues.
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 are required to track time and activity in the magna5 ticketing system.
Hours & schedule:
The magna5 support center operates 24/7There are shifts during the day, evening, overnight, and weekendsThe support center offers shifts 8x5 and 10x4 depending on qualifications and work scheduleAll technicians will be part of an on-call rotation and may be escalated issues off hours.
Formal education preferred associates/bachelor’s degree or technical equivalentRelevant and significant industry experience in information technology may provide as a substitute for the education requirementIndustry certifications including microsoft, vmware, azure, or aws certifications recommended
Minimum of 3 years’ experience administering/supporting the following technologies relevant to systems engineering:
Virtualization including vmware and hyper-v
Storage and raid concepts
Active directory: group policy, sites & services, dns, dfs, certificate chains
Windows server and linux (ubuntu, centos, red hat)
Exchange, office 365, hybrid solutions and migration, spam filters
Hosted and cloud solutions azure & aws
Backup solutions & disaster recovery
Windows atp defender
Microsoft 365 certified enterprise administrator or equivalent
Microsoft windows server 2012/2016/2019 and active directory
Microsoft office suite and microsoft365 experience
Microsoft exchange and sql server
Vmware vsphere 6.5 and above
Knowledge of back up technologies
Knowledge of security practices and policies