Tier 1 Engineer, Network Operations Center

Accountabilities

• • Monitor system-generated alerts and respond to support requests received through phone, email, ticketing systems, and remote monitoring platforms.
  • Triage infrastructure, endpoint, network, and cybersecurity alerts using established workflows, procedures, and escalation paths.
  • Troubleshoot first-level technical issues involving servers, networks, PCs, Microsoft environments, and cloud platforms, resolving incidents when possible and escalating appropriately.
  • Collaborate with Tier 2 and Tier 3 technicians to support the timely resolution of escalated incidents and provide relevant troubleshooting context.
  • Maintain accurate ticket records, documenting troubleshooting activities, resolutions, recurring issues, and follow-up actions in PSA and RMM platforms.
  • Contribute to knowledge-base documentation and identify recurring technical issues that may benefit from improved procedures or solutions.
  • Track time, activities, and ticket updates accurately throughout each shift while maintaining established service-level expectations.
  • Communicate professionally and proactively with clients and internal technical teams throughout the incident-management process.
  • Participate in ongoing technical training, certification development, and other learning initiatives to strengthen technical capabilities.

  Requirements

  • At least 1 year of experience supporting or administering one or more of the following environments: LAN/WAN, Microsoft 365, Azure, VMware, Hyper-V, or a Network Operations Center.
  • Experience working 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.
  • Demonstrated ability to troubleshoot across server, network, endpoint, and cloud environments using structured diagnostic processes.
  • Ability to consistently follow established support procedures, escalation paths, and service-management workflows.
  • Comfortable managing recurring monitoring activity and sustained ticket-based work throughout an after-hours shift.
  • Strong written and verbal communication skills, particularly for technical documentation, ticket updates, and client interactions.
  • Collaborative and service-oriented approach, with the ability to work effectively within a tiered technical support structure.
  • Strong attention to detail, reliability, organization, and a methodical approach to incident resolution.
  • Must be eligible to work in the United States and able to work fully remotely.

  Benefits

  • Fully remote work within the United States.
  • Paid time off, including paid holidays and floating holidays.
  • Competitive and flexible medical, dental, and vision benefit plans.
  • 401(k) plan with a generous employer match.
  • Life and disability insurance options.
  • Full reimbursement for approved professional certifications.
  • Opportunities for ongoing technical training, professional development, and career-enhancing learning.
  • Collaborative environment with opportunities for career growth within a technology-focused organization.