Tier 1 Engineer, Network Operations Center

This is a fully remote position, open to applicants in United States.

📋 Description

• Oversee, assess, and react to system-generated alerts across client environments during after-hours support operations.

• Address monitoring alerts and support inquiries received via phone, email, ticketing systems, and remote monitoring platforms.

• Evaluate infrastructure, endpoint, and cybersecurity alerts using established workflows and escalation protocols.

• Troubleshoot initial-level issues related to servers, networks, PCs, and cloud environments.

• Resolve incidents when feasible and escalate when necessary.

• Work in collaboration with Tier 2 and Tier 3 technicians on escalated issues to ensure timely resolution.

• Record troubleshooting steps, resolutions, and recurring issues in the ticketing system and knowledge base.

• Accurately track time, activities, and ticket updates within PSA and RMM platforms.

• Uphold service quality through prompt, professional communication with clients and internal team members.

• Engage in ongoing technical training and certification development.

⛳️ Requirements

• Ability to consistently adhere to structured support processes and escalation paths.

• Comfortable managing recurring monitoring tasks and sustained ticket-based work throughout a shift.

• Proficient in clear written communication for documentation, ticket updates, and contributions to the knowledge base.

• Familiarity with troubleshooting across server, network, endpoint, and cloud support environments.

• Collaborative mindset for issue resolution within a tiered support model.

• A minimum of 1 year of experience supporting or administering LAN/WAN environments, Microsoft 365, Azure, VMware, Hyper-V, or Network Operations Center environments.

• Experience with PSA and RMM tools.

• Prior experience in a Managed Service Provider (MSP) environment is preferred.

• Working knowledge of Microsoft Windows Server 2016/2019, Active Directory, Microsoft 365 administration, DNS, DHCP, TCP/IP, Microsoft Exchange, SQL Server, VMware vSphere, backup technologies, and security practices.

• Must be eligible to work in the United States.

🏝️ Benefits

• Paid time off, which includes paid holidays and float holidays.

• Competitive and flexible medical, dental, and vision benefits plans.

• 401(k) with a generous employer match.

• Customized Life and Disability insurance plans.

• Full reimbursement for approved professional certification and career development opportunities.

• Continuous technical training and certification development.

• Potential for growth.

• Engaging and collaborative work environment.