Tier 1 Engineer

Magna5

. Respond to client inquiries and technical support requests via phone, email, and ticketing systems .

Posted 9/18/2026full-timeRemote • Massachusetts • United StatesJuniorMid-LevelWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in troubleshooting and resolving hardware, software, and network issues while maintaining high customer satisfaction. Proficient in user administration and support within environments like Active Directory and Microsoft 365.

Highest-signal resume keywords

Help Desk SupportActive Directory AdministrationMicrosoft 365 ProficiencyProblem-Solving SkillsCustomer Service Excellence

ATS Keywords

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Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills

TroubleshootingUser AdministrationNetworking ConceptsWindows Operating SystemMac Operating SystemBasic Hardware SupportBasic Software SupportTicketing SystemsPSA ToolsRMM Tools

Soft Skills

Verbal CommunicationWritten CommunicationAttention to DetailMultitaskingEmpathy

Certifications & Qualifications

CompTIA A+CompTIA N+CompTIA S+Microsoft Beginner Certificates

Industry Keywords

IT SupportCustomer ServiceManaged Service ProviderTechnical SupportService Management Platform

Tech Stack

Tools & technologies

DNSTCP/IP

About the role

Key responsibilities & impact

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

Requirements

What you’ll need

2+ years of experience in a help desk, IT support, or customer service role (MSP experience a plus)
Experience with PSA and RMM Tools
Foundational knowledge of Windows and Mac operating systems
Familiarity with Microsoft 365, Active Directory, and common business applications
Basic understanding of networking concepts (TCP/IP, DNS, DHCP)
Strong verbal and written communication skills
Excellent problem-solving abilities and attention to detail
Ability to multitask, prioritize, and work effectively in a fast-paced environment
High school diploma or equivalent required
At least one certification in CompTIA A+, N+, or S+, or Microsoft Beginner Certificates preferred
Candidates with multiple certifications will have priority consideration

Benefits

Comp & perks

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
Ongoing training opportunities