Tier 3 Managed Services Operations Engineer – Remote Hybrid – Boston

at Magna5 MS LLC
Location Boston, Massachusetts
Date Posted September 24, 2022
Category Engineering
Job Type Permanent



Hybrid position. Candidate must live within 40 miles of Boston.

About the Role

Magna5 provides a portfolio of managed IT services, including network and desktop management, cybersecurity, private and public cloud services and back-up and disaster recovery, to name a few. Our clients are small to mid-size enterprises that look to us to improve their IT performance, enhance the experience of their end-users and allow them to focus their resources on projects that are strategic to their organization's business plan. Tier 3 Engineers are the highest echelon of support and are expected to maintain the standard for work ethic, client communication and technical knowledge. Reporting to the Regional Director of Service & Delivery, the Tier 3 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. There is no ceiling for growth.

Tier 3 Engineers are expected to show initiative and be proactive towards problems and solutions. You will work closely with the other staff members under the Tier 3 Manager's guidance and direction. You will be an example for other engineers in terms of knowledge, experience, and leadership. The Tier 3 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 the is the intended order of operations, no Engineer is above working any issue or ticket regardless of escalation.

Tier 3 responsibilities include, but are not limited to, the following:

  • Respond to alerts and escalated tickets from various monitoring systems
  • Troubleshoot advanced problems with a high-level overview of client environments
  • Document procedures and resolutions
  • Own tickets and issues, from resolution to proactive measures
  • Must provide quality customer service; client problems are our problems
  • Escalate critical incidents or problems that become too complex for self-resolution
  • Assisting the Operations Center staff as needed with special projects and other duties


What You Bring to The Team


Formal education preferred Associates/Bachelor's degree or technical equivalent. Relevant and significant industry experience may provide as a substitute for the education requirement. Industry certifications including Microsoft, Cisco, VMware, Fortinet, or AWS certifications recommended.


Minimum of 3 years' experience administering/supporting the following technologies relevant to the networking/system concentration:

  • Strong fundamental knowledge and experience with servers, switches, routers, firewalls
  • 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 Private and Public Cloud Solutions Azure / AWS
  • Backup Solutions & Disaster Recovery
  • Identifying opportunities within new and existing accounts.
  • A well-rounded team player that brings patience, adaptability, a positive attitude, and a good sense of humor
  • Project management for infrastructure upgrades, server projects and implementations.

Certification Expectation

  • Microsoft, VMware, and AWS certifications recommended
  • Cisco Certified Network Associate (CCNA)
  • Microsoft 365 Certified Enterprise Administrator or Equivalent
  • Security+


  • 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

Hours & Schedule

The Magna5 Support Center operates 24/7. The shift for this position will be M-F 8:30 AM to 5:30 PM.

Work Perks

  • Extensive paid time off including paid holidays and float holidays
  • Bonus potential based on individual and company performance
  • Highly 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


At Magna5, we've put thought into what it takes to build a strong and competent team. A team that collaborates and encourages their peers at a company that promotes individual growth, not one that silo's them. Magna5 has developed a training program that will allow any member of our team to enhance their education that will enable them to grow their knowledge and mature their skillsets. We provide people with a career path into new technology and senior positions that most companies do not offer.

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



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