Tier 1 Help Desk TechnicianRequired Skills & Experience: 3+ years of Help Desk, Technical Support, Service Desk, or MSP experience preferred. Strong troubleshooting and problem-solving skills. Basic understanding of: TCP/IP networking, DNS, DHCP, and VPN connectivity, Cisco and Juniper technologies, MacOS environments, Network security concepts. Ability to multitask and manage a high ticket volume. Excellent verbal and written communication skills. Comfortable working independently in a remote environment.Nice to Have Skills & Experience: Experience working for an MSP (Managed Service Provider). Exposure to Extreme Networks products. Familiarity with security monitoring and network troubleshooting tools. Certifications such as CompTIA A+, Network+, Cisco CCNA, or equivalent.Job Description: We are seeking a motivated Tier 1 Help Desk Technician to join a growing Managed Services team. This is a fully remote position supporting clients across a 24/7/365 operation. The ideal candidate is customer-focused, technically curious, and thrives in a fast-paced environment handling a high volume of support requests.This role is perfect for someone looking to build their IT career while gaining hands-on experience supporting enterprise networking, end-user systems, and managed environments.What You'll Do: Respond to and resolve 50+ support tickets per day via phone, email, and ticketing systems. Troubleshoot hardware, software, network, and connectivity issues. Provide first-level support for devices, operating systems, applications, and user accounts. Assist with troubleshooting and monitoring of: Cisco networking environments, Juniper networking solutions, MacOS systems and applications, Extreme Networks products, Suricata/related network security tools and software. Escalate complex issues to Tier 2 and Tier 3 support teams when necessary. Document troubleshooting steps and resolutions within the ticketing system. Monitor system alerts and respond to service-impacting incidents. Deliver excellent customer service while meeting SLA and ticket resolution goals.Schedule Requirements: This position supports a 24-hour, 365-day operation. Candidates must be comfortable working: Nights and overnight shifts, Weekends, Some holidays, Rotating schedules as business needs require.
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