Is This YOU? Then We Want to Meet You!Are you a tech-savvy problem solver who thrives at the intersection of customer support and network monitoring? We are looking for a proactive, candidate-focused Technical Support Agent NOC 1 to join our remote team. In this hybrid role, you’ll serve as the first line of defense—tackling IT support tickets, keeping an eye on critical network infrastructure, and ensuring systems run smoothly around the clock.
- Schedule:Full-time (40 hours/week, Monday through Friday)
- Agent 1: 8:00 AM – 5:00 PM ET
- Agent 2: 4:00 PM – 1:00 AM ET
- (Includes a 1-hour shift overlap for handoffs and ticket alignment. Occasional evening/weekend support as needed.)
- Work Type: Full-time, Fully Remote
Requirements- 1–3+ years of experience in IT support, help desk, service desk, or NOC operations.
- Solid foundational understanding of networking, TCP/IP, DNS, DHCP, VPNs, and remote access connectivity.
- Hands-on experience with Windows OS, Microsoft 365, Windows Server, and core business applications.
- Familiarity with ticketing systems, PSA platforms, and RMM or network monitoring tools (e.g., NinjaOne, SolarWinds, Liongard, or equivalent).
- Excellent verbal/written communication, troubleshooting, and documentation skills.
- Proven ability to manage multiple tickets, prioritize incidents, and adhere to strict SLAs.
- Capable of working independently while maintaining seamless coordination with escalation teams.
- Nice to have: CompTIA A+, Network+, Security+, or ITIL Foundation certifications.
- Nice to have: Exposure to MSP environments, cloud platforms (Azure, Hyper-V, VMware), or network/firewall tech (Sophos, Aruba, Ruckus, Ubiquiti).
What you'll do- Provide responsive 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.
Success looks like- Consistently hitting and exceeding ticket resolution speed and accuracy targets within agreed SLAs.
- Maintaining precise, up-to-date ticket logs and incident reports for seamless shift handoffs.
- Catching and escalating critical network alerts before they result in major downtime.
- Delivering clear, empathetic, and high-satisfaction communication to end-users on every interaction.
Tech Checklist - Gotta Have It!A reliable computer (at least with Windows 10 and i5 processor), a stable high-speed internet of 100 MBPS connection and back up for both.A quiet, cozy workspace to handle calls and chats like a pro.
How to applyStart your skill assessment by clicking here: 👉 Skill Assessment Form
What Happens NextDue to the volume of applications, we're only able to reach out directly to candidates we're inviting to the next interview call. We really appreciate your interest and time.