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.

How Jobgether works: We use an AI-powered matching process to ensure your application is reviewed quickly, objectively, and fairly against the role's core requirements. Our system identifies the top-fitting candidates, and this shortlist is then shared directly with the hiring company. The final decision and next steps (interviews, assessments) are managed by their internal team. We appreciate your interest and wish you the best!  Why Apply Through Jobgether? 

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