Senior Systems Engineer - Fully Remote

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 knowledge. As 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 clients. In parallel, there will also be the opportunity to contribute towards larger projects and initiatives.

About the Role:

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 direction. You will be an example for other engineers in terms of knowledge, experience, and leadership. 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 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 and Schedule:

The Magna5 Boston Office operates 8-5 weekdays. All technicians will be part of an on-call rotation and may require escalated issues off hours.

What You Bring To The Team:

Formal education preferred Associates/Bachelor’s degree or technical equivalent. Relevant and significant industry experience in Information Technology may provide as a substitute for the education requirement. Industry certifications including Microsoft, VMware, Azure, or AWS certifications recommended.

Minimum of 5 years' experience administering/supporting the following technologies relevant to systems engineering:

• Experience with Azure *highly preferred
• 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

Skills

• 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

Certification Expectations

• Microsoft
• VMware
• Azure
• Microsoft 365 Certified Enterprise Administrator or Equivalent

Work Perks

• 100% permanently remote position
• Extensive paid time off including paid holidays and float holidays
• Highly 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 opportunities
• Monthly mobile phone plan and internet service stipend

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.magna5global.com