Tier 2 Network Engineer, End User Support

Title: Tier 2 Network Engineer

About the Role

We are looking for a Tier 2 Network Engineer to join our managed services support team and take ownership of advanced network troubleshooting across a diverse client base. In this role, you will work through complex technical issues, make sound decisions in real time, and contribute to both customer support and internal engineering improvement efforts.

Core Responsibilities

• Respond to customer support requests through tickets, phone, and email, resolving advanced networking issues with urgency and sound judgment
• Troubleshoot and support switches, routers, firewalls, VPNs, and related network infrastructure across client environments
• Diagnose recurring issues, identify root causes, and implement practical solutions to reduce repeat incidents
• Document resolutions clearly and contribute knowledge base articles to strengthen team-wide support capabilities
• Collaborate with other engineers on escalations, internal projects, and network design initiatives
• Track time, activity, and communication accurately across internal systems
• Participate in certification training and maintain relevant technical credentials
• Join an on-call rotation and support client needs outside standard hours when required

Required Skills & Abilities

• Strong troubleshooting ability across core networking technologies and client environments
• Comfort making independent decisions and moving issues toward resolution without excessive oversight
• Ability to manage multiple priorities and shift quickly based on ticket severity and customer impact
• Clear written communication for documentation and customer-facing updates
• Working knowledge of routing, switching, firewall behavior, VPNs, and network availability concepts
• Ability to collaborate effectively while contributing as a strong individual technical resource

Other Requirements

• Minimum of 3 years of experience administering or supporting networking technologies
• Associate or bachelor’s degree in Information Technology or equivalent relevant experience
• Experience with technologies such as NAT/PAT, VPN, EIGRP, OSPF, BGP, MPLS/VPLS, Radius, LDAP, 802.1x, Spanning Tree, Port Channels, SD-WAN, QoS, and traffic shaping is valued
• MSP or professional services experience is a plus
• Relevant networking certifications are preferred, including examples such as CCNA, NSE4, PCNSA, or Azure/AWS networking certifications

Work Perks

• 100% fully remote
• 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 .