IT Support Engineer – Evening/Weekend Shift EST – Fully Remote id-12534

December 21, 2024

Job title: IT Support Engineer â€“ Evening/Weekend Shift EST – Fully Remote

Company: Magna5 MS LLC

Job description: Description:

This position is for EVENING Shift ONLY (Friday-Tuesday 4:30pm â€“ 12:30am EST). Must be eligible to work in the United States.

About the Role

As a member of the Support Center team, a Help Desk Technician (Tier 1) is responsible for basic customer issues such as solving usage problems and fulfilling service desk requests that need IT involvement. The expectation is that the technicians will troubleshoot beyond the PC, including troubleshooting servers, network devices, and cloud systems.

Magna5 has a dedicated Support Center where tickets will be received, prioritized, and if need be, escalated to higher tiers of support. The Help Desk Technician will work closely with the other staff members under the Manager’s direction with responsibilities including, but not limited to, the following:

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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 Tier 2 and Tier 3 technicians on escalated customer support requests
Document resolutions and build knowledge base articles
Engage in continued certification training to improve their skillset.
All technicians are required to track time and activity in the Magna5 ticketing system.

Requirements:

What You Bring to the Team

Minimum of 6 months experience in administering/supporting any of the following.
LAN/WAN environments.
Office365 and Azure
Network Operations Center
Help desk or relevant customer service skills
Experience with PSA and RMM Tools

Skills

Prior MSP Experience a plus
Microsoft Windows Server 2016/2019
Active Directory
Microsoft Office Suite
Microsoft365 administration knowledge
Fundamental understanding of DNS, DHCP and TCP/IP
Microsoft Exchange and SQL Server
VMware vSphere
Knowledge of back up technologies
Knowledge of security practices and policies

Hours & Schedule

The Magna5 Support Center operates 24/7. This job posting is specifically for the following schedule: Friday through Tuesday from 4:30pm EST to 12:30am EST. All technicians may be required to work holiday shifts if they fall upon your scheduled day to work.

Certification Expectations

Associates degree preferred. Relevant and significant industry experience may provide as a substitute for the education requirement.

Preferred Certifications

A+
Network +
Microsoft Beginner Certificates
Security+

Work Perks

100% permanently remote position with no plans to return to an office
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
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

PI187917032

Expected salary:

Location: Pittsburgh, PA

IT Support Engineer – Evening/Weekend Shift EST – Fully Remote id-12534

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Common Interview Questions And Answers

1. HOW DO YOU PLAN YOUR DAY?

This is what this question poses: When do you focus and start working seriously? What are the hours you work optimally? Are you a night owl? A morning bird? Remote teams can be made up of people working on different shifts and around the world, so you won't necessarily be stuck in the 9-5 schedule if it's not for you...

2. HOW DO YOU USE THE DIFFERENT COMMUNICATION TOOLS IN DIFFERENT SITUATIONS?

When you're working on a remote team, there's no way to chat in the hallway between meetings or catch up on the latest project during an office carpool. Therefore, virtual communication will be absolutely essential to get your work done...

3. WHAT IS "WORKING REMOTE" REALLY FOR YOU?

Many people want to work remotely because of the flexibility it allows. You can work anywhere and at any time of the day...

4. WHAT DO YOU NEED IN YOUR PHYSICAL WORKSPACE TO SUCCEED IN YOUR WORK?

With this question, companies are looking to see what equipment they may need to provide you with and to verify how aware you are of what remote working could mean for you physically and logistically...

5. HOW DO YOU PROCESS INFORMATION?

Several years ago, I was working in a team to plan a big event. My supervisor made us all work as a team before the big day. One of our activities has been to find out how each of us processes information...

6. HOW DO YOU MANAGE THE CALENDAR AND THE PROGRAM? WHICH APPLICATIONS / SYSTEM DO YOU USE?

Or you may receive even more specific questions, such as: What's on your calendar? Do you plan blocks of time to do certain types of work? Do you have an open calendar that everyone can see?...

7. HOW DO YOU ORGANIZE FILES, LINKS, AND TABS ON YOUR COMPUTER?

Just like your schedule, how you track files and other information is very important. After all, everything is digital!...

8. HOW TO PRIORITIZE WORK?

The day I watched Marie Forleo's film separating the important from the urgent, my life changed. Not all remote jobs start fast, but most of them are...

9. HOW DO YOU PREPARE FOR A MEETING AND PREPARE A MEETING? WHAT DO YOU SEE HAPPENING DURING THE MEETING?

Just as communication is essential when working remotely, so is organization. Because you won't have those opportunities in the elevator or a casual conversation in the lunchroom, you should take advantage of the little time you have in a video or phone conference...

10. HOW DO YOU USE TECHNOLOGY ON A DAILY BASIS, IN YOUR WORK AND FOR YOUR PLEASURE?

This is a great question because it shows your comfort level with technology, which is very important for a remote worker because you will be working with technology over time...

DISCLAIMER

Other Jobs You May Be Interested In

Common Interview Questions And Answers

1. HOW DO YOU PLAN YOUR DAY?

2. HOW DO YOU USE THE DIFFERENT COMMUNICATION TOOLS IN DIFFERENT SITUATIONS?

3. WHAT IS "WORKING REMOTE" REALLY FOR YOU?

4. WHAT DO YOU NEED IN YOUR PHYSICAL WORKSPACE TO SUCCEED IN YOUR WORK?

5. HOW DO YOU PROCESS INFORMATION?

6. HOW DO YOU MANAGE THE CALENDAR AND THE PROGRAM? WHICH APPLICATIONS / SYSTEM DO YOU USE?

7. HOW DO YOU ORGANIZE FILES, LINKS, AND TABS ON YOUR COMPUTER?

8. HOW TO PRIORITIZE WORK?

9. HOW DO YOU PREPARE FOR A MEETING AND PREPARE A MEETING? WHAT DO YOU SEE HAPPENING DURING THE MEETING?

10. HOW DO YOU USE TECHNOLOGY ON A DAILY BASIS, IN YOUR WORK AND FOR YOUR PLEASURE?

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