Title: Tier 2 Systems Engineer
About the Role
The Tier 2 Managed Services Engineer is responsible for handling escalated technical issues, advanced troubleshooting, and day-to-day support for our managed services customers. You will work closely with Tier 1 technicians, senior engineers, and account teams to ensure our clients’ systems are stable, secure, and optimized.
This role is ideal for someone who is highly technical, customer-focused, and comfortable working across multiple environments and technologies in a fast-paced MSP setting.
Key Responsibilities
Customer Support & Incident Management
- Provide Tier 2 support via phone, ticketing system, email, and remote tools.
- Troubleshoot and resolve escalated incidents related to workstations, servers, networks, and cloud services.
- Own tickets through to resolution, ensuring timely communication and proper documentation.
- Collaborate with Tier 1 and Tier 3 resources to resolve complex issues and improve knowledge transfer.
Systems & Network Administration
- Support and maintain Microsoft Windows Server and desktop environments (AD, DNS, DHCP, GPO, file/print services).
- Administer Microsoft 365/Exchange Online, Teams, OneDrive, and related services.
- Perform user and group administration across various systems.
- Assist with management of switches, firewalls, wireless, VPN, and other network devices.
Monitoring, Maintenance & Projects
- Monitor client environments using RMM and monitoring tools; respond to alerts and remediate issues.
- Perform routine maintenance (patching, updates, backups, AV/EDR checks, capacity management).
- Participate in implementation and upgrade projects (migrations, standardization, new deployments).
- Contribute to standard operating procedures (SOPs), documentation, and knowledge base articles.
Security & Compliance
- Support security tools such as endpoint protection, MFA, email security, and backup/recovery solutions.
- Assist in responding to security-related alerts and incidents following established playbooks.
- Follow best practices and policies for system hardening, access control, and data protection.
Collaboration & Continuous Improvement
- Mentor Tier 1 technicians and help elevate overall team capability.
- Provide feedback to improve tools, processes, and service delivery.
- Maintain strong customer relationships with a focus on responsiveness, quality, and professionalism.
Requirements
Required Qualifications
- 3+ years of experience in a technical support, systems administration, or MSP/help desk role (Tier 2 equivalent).
- Strong experience with:
- Windows desktop (Windows 10/11) and Windows Server OS (2012/2016/2019+).
- Active Directory, DNS, DHCP, Group Policy.
- Microsoft 365 administration (Exchange Online, Teams, basic security/compliance settings).
- Remote support tools and RMM/monitoring platforms.
- Solid understanding of TCP/IP networking, VLANs, VPN, and basic firewall concepts.
- Experience troubleshooting common business applications, printers, and peripherals.
- Excellent customer service, communication, and documentation skills.
- Ability to prioritize and manage multiple tickets and tasks in a high-volume environment.
- Must be authorized to work in the United States.
Preferred Qualifications
- Experience working for a Managed Services Provider (MSP) or in a multi-client support environment.
- Microsoft Azure, Intune/Endpoint Manager, or other cloud platforms.
- Common firewall vendors (e.g., Watchguard, Fortinet, Palo Alto, etc.).
- Backup/DR solutions and virtualization (Veeam, Commvault, Datto, VMware, Hyper-V).
- Security tools (EDR, email security gateways, web filters).
- Relevant certifications such as:
- CompTIA Network+, Security+, Server+
- Microsoft certifications (MCP, MCSA, AZ-900, MS-900, MD-102, etc.)
- Other vendor certifications (Cisco, Fortinet, VMware,
Watchguard, etc.)
Personal Attributes
- Strong analytical and problem-solving skills with a structured approach.
- Customer-focused mindset with the ability to explain technical issues in business-friendly terms.
- Self-motivated and able to work independently in a remote environment.
- Team player who collaborates effectively across functions and levels.
- Willingness to learn new technologies and continuously improve.
Education: Bachelor’s degree in Computer Science, Information Technology, or a related field (or equivalent experience).
Opportunities
At Magna5, we’ve put thought into what it takes to build a strong and competent team. A team that collaborates and encourages their peers at a company that promotes individual growth, not one that silo’s them. Magna5 has developed a training program that will allow any member of our team to enhance their education that will enable them to grow their knowledge and mature their skillsets. We provide people with a career path into new technology and senior positions that most companies do not offer.
Hours & Schedule
The Magna5 Support Center operates 24/7. The shift for this position will be M-F 8:00 AM to 5:00 PM.
Work Perks
- Paid time off including paid holidays and floating holidays.
- 100% remote work with no plans of returning to the office
- 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
Magna5 Values
- Win Together – We collaborate with clients and across the Magna5 team to provide complete solutions for every IT challenge.
- Respond Fast – When clients or teammates reach out, we answer with urgency, assembling the needed expertise to provide quick and accurate resolutions.
- Earn Trust – We strive to earn and keep the trust of our clients and teammates through our actions every day, fulfilling every promise we make.
- Stay Transparent – No secrets and no surprises. We respect our clients and one another by providing candid assessments and complete, accessible information.
- Think Ahead – “Good enough” isn’t good enough. We strive to be the best. Our team members are proactive with our problem solving and work to stay on the leading edge of new technologies that drive client success.
What We Do
Magna5 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.magna5.com.