Help Desk Technician

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

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. 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.