Tier 1 Engineer, Defense Sector Services

Title: Tier 1 Engineer, End User Support 

This is a hybrid position. Must be eligible to work in the United States.

***Must be local to Fredericksburg, VA***

Magna5 provides a portfolio of managed IT services, including network and desktop management, cybersecurity, private and public cloud services and back-up and disaster recovery, to name a few. Our clients are small to mid-size enterprises that look to us to improve their IT performance, enhance the experience of their end-users, and allow them to focus their resources on projects that are strategic to their organization’s business plan. 

As a member of the Defense Sector team, a Tier 1 Engineer is responsible for customer issues such as solving usage problems and fulfilling service desk requests that need IT involvement. The team focuses on delivering managed services in a CMMC compliant fashion. The ability to work independently and remain self-motivated is a must. A strong work ethic and a proven track record of attendance is essential. The expectation is that the technician will troubleshoot beyond the PC, including troubleshooting servers, network devices, and cloud systems.

While the Defense Sector Team is at the core a managed IT team, the problems and issues that you will encounter are often unique to the Defense Industrial Base. 

Employee Responsibilities:

· Responding to customer support requests for Defense Industrial Base customers 

· Interacting with clients using professionalism and promptness 

· Jointly solving problems through collaboration with team members. 

· Providing quality customer service skills in all forms of communication 

· Collaborating with team members on escalated customer support requests 

· Documenting resolutions and building knowledge base articles 

· Tracking time and activity in the Magna5 ticketing system 

· Utilizing the Magna5 monitoring and cybersecurity systems to triage alerts and alarms 

What You Bring to the Team: 

· Great customer service

· Desire to help others

· Remote troubleshooting of printers and other devices

· Remote troubleshooting of VPN issues 

· Active Directory/Entra AD 

· Office 365/Microsoft 365 

· LAN/WAN environments 

Preferred Experience 

· 1+ year in a Managed Service Provider environment 

· Experience with PSA and RMM Tools 

· Experience working with, within, or adjacent to US Government systems

· CAC/PIV/PKI

· GCC High

· Azure Government

Preferred Skills 

· Microsoft Windows Server

· Active Directory 

· Fundamental understanding of DNS, DHCP and TCP/IP 

· Microsoft 365 administration

· Knowledge of back up technologies 

· Knowledge of security practices and policies 

Knowledge, Skills, and Abilities:

· Associates degree in IT-related curriculum. Relevant and significant industry experience may provide as a substitute for the education requirement. 

· Security+ 

· Microsoft 365 Fundamentals 

· Network+ 

Work Perks:

· Primarily work from home remotely. 

· 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 generous employer match.

· Tailored life and disability insurance plans.

· Full reimbursement for approved professional certification and career enriching opportunities

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.

Magna5 Defense Sector operates within the highly regulated US Defense Industrial Base (DIB) acting as remote and onsite support for DIB organizations in a CMMC level 2 compliant fashion. The Defense Sector is a small agile team within the greater Magna5 organization.