Title: Tier 1 Engineer, Network Operations Center

About the Role

As a Tier 1 Engineer, Network Operations Center, you will monitor, triage, and respond to system-generated alerts across client environments during after-hours support operations. This role is well suited for someone who works steadily within established procedures, communicates clearly during issue handling, and takes a thorough, service-oriented approach to resolving or escalating technical events.

Core Responsibilities

• Respond to monitoring alerts and support requests received through phone, email, ticketing systems, and remote monitoring platforms
• Triage infrastructure, endpoint, and cybersecurity alerts using established workflows and escalation procedures
• Troubleshoot first-level issues involving servers, networks, PCs, and cloud environments, resolving incidents when possible and escalating when needed
• Collaborate with Tier 2 and Tier 3 technicians on escalated issues to support timely resolution
• Document troubleshooting steps, resolutions, and recurring issues in the ticketing system and knowledge base
• Track time, activity, and ticket updates accurately within the PSA and RMM platforms
• Maintain service quality through prompt, professional communication with clients and internal team members
• Participate in ongoing technical training and certification development to strengthen support capabilities

Required Skills & Abilities

• Ability to follow structured support processes and escalation paths with consistency
• Comfortable managing recurring monitoring activity and sustained ticket-based work over the course of a shift
• Clear written communication for documentation, ticket updates, and knowledge base contributions
• Working knowledge of troubleshooting across server, network, endpoint, and cloud support environments
• Collaborative approach to issue resolution within a tiered support model

Other Requirements

• Minimum of 1 year of experience supporting or administering one or more of the following: LAN/WAN environments, Microsoft 365, Azure, VMware, Hyper-V, or Network Operations Center environments
• Experience with PSA and RMM tools
• Prior MSP experience preferred
• Working knowledge of Microsoft Windows Server 2016/2019, Active Directory, Microsoft 365 administration, DNS, DHCP, TCP/IP, Microsoft Exchange, SQL Server, VMware vSphere, backup technologies, and security practices
• This position is fully remote. Must be eligible to work in the United States.

Work Perks 

• Paid time off including paid holidays and float holidays 
• 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 

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