Tier 1 Engineer, End User Support (Fully Remote)

** While we prefer candidates based in or near Pittsburgh PA area, we are open to a fully remote arrangement based in the U.S., for the right fit.

We are seeking a proactive and customer-focused Tier 1 Engineer to join our growing team. In this role, you will serve as the first point of contact for clients seeking technical assistance via phone, email, or our ticketing system. You will provide efficient and effective support for a range of IT issues, ensuring client satisfaction through excellent communication and problem-solving skills.

Responsibilities

Engineer will work closely with the other staff members under the End User Support Manager direction with responsibilities including, but not limited to, the following:

• Respond to client inquiries and technical support requests via phone, email, and ticketing systems in a timely and professional manner.
• 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 all client interactions, troubleshooting steps, and resolutions accurately within 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 as needed.
• Maintain a high level of customer satisfaction through friendly, empathetic communication and a commitment to quality service.
• Participate in ongoing training to develop technical skills and stay current with new technologies and company procedures.

Work 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

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.

Requirements Experience

• 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; IT certifications (CompTIA A+, Network+, etc.) preferred.

Preferred Certifications

• At least one certification in: CompTIA A+, N+, or S+, Microsoft Beginner Certificates
• Candidates with multiple certifications will have priority consideration