Tier 1 Engineer, End User SupportMust reside within Alabama and able to work 50% onsite in Birmingham, ALAbout the RoleAs a member of the Support Center team, a Tier 1 End User Support is responsible for customer issues such as solving usage problems and fulfilling service desk requests that need IT involvement. 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. The Operations Engineer (Help Desk Technician) will work closely with other staff members under the manager's direction with responsibilities including, but not limited to:Responding to customer support requests that come in via phone, email, chat, or customer portalInteracting with clients using professionalism and promptnessJointly solving problems through collaboration with team members.Providing quality customer service skills in all forms of communicationCollaborating with Tier 2 and Tier 3 technicians on escalated customer support requestsDocumenting resolutions and building knowledge base articlesTracking time and activity in the Magna5 ticketing systemUtilizing the Magna5 monitoring and cybersecurity systems to triage alerts and alarmsRequirementsWhat You Bring to the Team – the ideal candidate will possess the following.Minimum of 1 year administering/supporting the following:Remote-Desktop/Remote-App EnvironmentsRemote troubleshooting of printers/scanners/scan-to-faxRemote troubleshooting of VPN issuesActive Directory/Azure ADOffice365/Microsoft365LAN/WAN environmentsExperience with PSA and RMM ToolsPreferred Experience1+ year in a Managed Service Provider environmentExperience remotely supporting Apple products including MacOS & iOSExperience working with Life Sciences companies or in highly regulated environmentsPreferred SkillsMicrosoft Windows Server 2012/2016/2019/2022Microsoft 365 AdministrationActive DirectoryFundamental understanding of DNS, DHCP and TCP/IPMicrosoft Exchange and SQL ServerVMware vSphereKnowledge of backup technologiesKnowledge of security practices and policiesEducation ExpectationsAssociates degree in IT-related curriculum. Relevant and significant industry experience may provide as a substitute for the education requirement.Preferred CertificationsCompTIA A+Microsoft 365 Certified: Modern Desktop Administrator AssociateMD100MD101Microsoft 365 FundamentalsCompTIA Network+Hours & ScheduleThis job posting is primarily for the following schedule: Mon‑Fri from 8:00am ET to 5:00pm ET.Work PerksHybrid environmentPaid time off including paid holidays and floating holidaysBonus potential based on individual and company performanceHighly competitive and flexible medical, dental, and vision benefits plans401(k) with employer matchTailored Life and Disability insurance plansFull reimbursement for approved professional certification and career enriching opportunities#J-18808-Ljbffr