Magna5

Systems Engineer

• Provide Tier 2 support via phone, ticketing system, email, and remote tools
• Troubleshoot and resolve escalated incidents involving workstations, servers, networks, and cloud services
• Own tickets through resolution with timely communication and documentation
• Collaborate with Tier 1 and Tier 3 resources on complex issues and knowledge transfer
• Support and maintain Microsoft Windows Server and desktop environments, including AD, DNS, DHCP, GPO, and file/print services
• Administer Microsoft 365, Exchange Online, Teams, OneDrive, and related services
• Perform user and group administration across systems
• Assist with switches, firewalls, wireless, VPN, and other network devices
• Monitor client environments using RMM and monitoring tools; respond to alerts and remediate issues
• Perform patching, updates, backups, AV/EDR checks, and capacity management
• Participate in migrations, standardization, and new deployment projects
• Create and maintain SOPs, documentation, and knowledge base articles
• Support endpoint protection, MFA, email security, and backup/recovery solutions
• Respond to security alerts and incidents according to established playbooks
• Follow system hardening, access control, and data protection best practices
• Mentor Tier 1 technicians and improve tools, processes, and service delivery
• Maintain customer relationships through responsiveness, quality, and professionalism

Tier 2 Systems Engineer

Engineer

• Respond to client inquiries and technical support requests via phone, email, and ticketing systems
• Troubleshoot and resolve basic hardware, software, and network issues for desktops, laptops, printers, and mobile devices
• Escalate complex issues to Tier 2/3 support according to established procedures
• Document client interactions, troubleshooting steps, and resolutions in the service management platform
• Perform password resets, account unlocks, and basic user administration in Active Directory, Office 365, and similar environments
• Follow up with clients to ensure issues are fully resolved and provide status updates
• Maintain customer satisfaction through friendly, empathetic communication and quality service
• Participate in ongoing training to develop technical skills and stay current with technologies and company procedures
• Work closely with staff members under the direction of the End User Support Manager

Tier 2 Systems Engineer

Tier 1 Engineer