Tier 1 Engineer, Boston (Fully Remote)

Responsibilities

• Engineer will work closely with the other staff members under the End User Support Manager direction with responsibilities including, but not limited to, the following:
• Respond to client inquiries and technical support requests via phone, email, and ticketing systems in a timely and professional manner.
• Troubleshoot and resolve basic hardware, software, and network issues for desktops, laptops, printers, and mobile devices.
• Escalate complex issues to Tier 2/3 support according to established procedures.
• Document all client interactions, troubleshooting steps, and resolutions accurately within the service management platform.
• Perform password resets, account unlocks, and basic user administration in Active Directory, Office 365, and similar environments.
• Follow up with clients to ensure issues are fully resolved and provide status updates as needed.
• Maintain a high level of customer satisfaction through friendly, empathetic communication and a commitment to quality service.
• Participate in ongoing training to develop technical skills and stay current with new technologies and company procedures.

Work Perks

• 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 employer match
• Tailored Life and Disability insurance plans
• Full reimbursement for approved professional certification and career enriching opportunities

Magna5 Values