Tier 1 Engineer, End User Support (On-Site Northern VA Area)

Description

We are looking for a driven and client-focused Tier 1 Field Support Engineer to join our expanding team serving the Northern Virginia area. In this role, you will be a visible, on-site representative of our organization, traveling to client locations to deliver hands-on technical support and building strong relationships with the businesses we serve.

When not deployed in the field, you will contribute to our help desk team by handling inbound support requests and resolving remote tickets, ensuring seamless coverage and consistent service quality across all channels.

This is an ideal opportunity for a motivated IT professional who thrives in a fast-paced environment, enjoys variety in their day-to-day work, and takes pride in delivering exceptional client experiences, whether face-to-face or over the phone.

Responsibilities

The Engineer will work closely with other staff members under the direction of the Senior Managed Services Manager, with responsibilities including, but not limited to, the following:

• Travel to client sites throughout the Northern Virginia area to deliver hands-on technical support, representing the company professionally in all on-site interactions.
• Respond to inbound client support requests via phone, email, and ticketing systems in a timely and professional manner when not deployed in the field.
• Troubleshoot and resolve hardware, software, and network issues for desktops, laptops, printers, mobile devices, and on-site infrastructure.
• Escalate complex issues to Tier 2/3 support according to established procedures, providing thorough documentation of all steps taken prior to escalation.
• Accurately document all client interactions, on-site visits, troubleshooting steps, and resolutions within the service management platform.
• Perform password resets, account unlocks, and basic user administration in Active Directory, Microsoft 365, and similar environments.
• Follow up with clients to confirm issues are fully resolved and provide clear status updates throughout the support process.
• Maintain a high level of client satisfaction through professional, friendly, and empathetic communication, both in person and remotely.
• Participate in ongoing training to develop technical skills and stay current with emerging 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

• Win Together – We collaborate with clients and across the Magna5 team to provide complete solutions for every IT challenge.
• Respond Fast – When clients or teammates reach out, we answer with urgency, assembling the needed expertise to provide quick and accurate resolutions.
• Earn Trust – We strive to earn and keep the trust of our clients and teammates through our actions every day, fulfilling every promise we make.
• Stay Transparent – No secrets and no surprises. We respect our clients and one another by providing candid assessments and complete, accessible information.
• Think Ahead – “Good enough” isn’t good enough. We strive to be the best. Our team members are proactive with our problem solving and work to stay on the leading edge of new technologies that drive client success.

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.magna5.com.

Requirements

Requirements Experience

• 2+ years of experience in a help desk, IT support, or customer service role (MSP experience a plus).
• Experience with PSA and RMM Tools
• Foundational knowledge of Windows and Mac operating systems.
• Familiarity with Microsoft 365, Active Directory, and common business applications.
• Basic understanding of networking concepts (TCP/IP, DNS, DHCP).
• Strong verbal and written communication skills.
• Excellent problem-solving abilities and attention to detail.
• Ability to multitask, prioritize, and work effectively in a fast-paced environment.
• Must possess a valid driver's license with a clean driving record, a reliable personal vehicle, and current auto insurance coverage, as regular travel to client sites throughout the Northern Virginia are is a core requirement of this position.
• High school diploma or equivalent required; IT certifications (CompTIA A+, Network+, etc.) preferred.

Preferred Certifications

• At least one certification in: CompTIA A+, N+, or S+, Microsoft Beginner Certificates
• Candidates with multiple certifications will have priority consideration