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Core
First-line IT support and network monitoring agent handling tickets, infrastructure alerts, and user onboarding for a remote team.
Role type
Technical Support Agent NOC 1
Builds
IT support workflows and network stability for end-users
Domain
IT Support / Network Operations
Required skills
IT support, networking (TCP/IP, DNS, DHCP, VPNs), Windows OS, Microsoft 365, ticketing systems, PSA platforms, RMM tools, network monitoring tools, troubleshooting, incident prioritization, SLA adherence
Preferred skills
CompTIA A+, Network+, Security+, ITIL Foundation, MSP environments, cloud platforms (Azure, Hyper-V, VMware), network/firewall tech (Sophos, Aruba, Ruckus, Ubiquiti)
Technologies
NinjaOne, SolarWinds, Liongard, Windows Server, Microsoft 365, Azure, Hyper-V, VMware, Sophos, Aruba, Ruckus, Ubiquiti
Responsibilities
Provide first-line IT support via phone, email, and ticketing systems; Log, classify, prioritize, and resolve hardware, software, user account, and network connectivity issues; Monitor servers, network devices, and system uptime to detect alerts, bandwidth spikes, or potential outages; Perform initial troubleshooting for routers, switches, firewalls, and VPN connections; Escalate complex or unresolved incidents to Level 2/3 engineering teams with detailed troubleshooting notes; Handle user onboarding/offboarding, account provisioning, equipment setups, and security patching; Maintain clean, detailed ticket logs and incident documentation following operational procedures; Proactively follow up with end-users to ensure satisfaction and SLA compliance; Identify recurring issues and suggest ways to streamline and automate support workflows
Seniority
Junior to Mid-level, hands-on IC