Senior Systems Engineer - Fully Remote

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Posted 8 days ago United States Salary undisclosed
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Job Description

Description:

**FULLY REMOTE POSITION


POSITION SUMMARY:

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.


POSITION EXPECTATION:

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 senior support team is expected to be the highest tier of support. 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.
. Requirements:

HOURS & SCHEDULE:

The Magna5 Support Center operates 24/7. There are shifts during the day, evening, overnight, and weekends. The Support Center offers shifts 8x5 and 10x4 depending on qualifications and work schedule. All technicians will be part of an on-call rotation and may be escalated issues off hours.


EDUCATION:

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


EXPERIENCE:

Minimum of 3 years' experience administering/supporting the following technologies relevant to systems engineering:

  • 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

CERTIFICIATION EXPECTATION:

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

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


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