Tier 2 Network Engineer, End User Support

Magna5 is seeking a skilled Network Engineer to join our fully remote team, with a focus on bolstering our managed services support. As a Network Engineer, you will work alongside our engineering team to solve problems for our diverse customer base. Your contributions as part of the Tier 3 engineering team will set an example for lower Tiers in knowledge, experience, and leadership. 

Responsibilities of the Network Engineer include, but are not limited to, the following: 

• Responding to customer support requests with professionalism and promptness through incident tickets, phone calls, and email 
• Collaborating with team members to solve problems and maintain quality customer service skills in all forms of communication 
• Documenting resolutions and building knowledge base articles 
• Taking a proactive approach to incidents to decrease reoccurring issues and troubleshoot advanced problems with a high-level overview of client environments 
• Engaging in continued certification training to improve their skillset 
• Participating in internal projects and designs 
• Willingness to certify and maintain relevant certifications for vendor partnership levels 
• Willingness to participate in an on-call rotation and track time, activity, and communication through Magna5's suite of applications 

Hours & Schedule 

This position is primarily business hours (Monday-Friday 8am – 5pm EST) with occasional after-hours work for incident troubleshooting or project work. All engineers are part of an on-call rotation and may be escalated issues off hours. 

Work Perks 

• 100% permanently remote position with no plans to return to an office 
• 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 . 

Requirements 

• Minimum of 6 years’ experience administering/supporting networking technologies 
• Possession of an associate or bachelor’s degree in Information Technology or relevant work experience 
• Ability to work in a team environment and support multiple customer issues at a time while prioritizing workload based on the severity of requests 
• Strong curiosity and enjoyment of learning new technology 
• A strong work ethic and a desire to set an example for others 
• MSP or professional service experience is a bonus 
• Experience designing and implementing a network topology, including strong fundamental knowledge and experience with switches and routers, understanding of firewall functions such as NAT/PAT and VPN, and experience with EIGRP/OSPF/BGP, MPLS/VPLS 
• Understanding and working knowledge of Radius/LDAP/802.1x and Spanning-Tree and Port-Channels 
• Experience with any High Availability concepts: HSRP/VRRP, A/A, and A/P 
• An understanding of SD-WAN, QoS, and Traffic Shaping 
• The ability to design detailed network drawings 

Certification Expectations 

• Relevant networking certification or the willingness to obtain a credential is strongly preferred, including: 
• Cisco Certified Network Professional (CCNA) 
• Fortinet Network Security4 (NSE4) 
• Palo Alto Networks Certified Network Security Associate (PCNSA) 
• Azure or AWS Networking Certifications