Remote Tier 1 Engineer

About the Opportunity:

This role is a fully remote Tier 1 Engineer position within a Support Center team. The engineer will respond to, escalate, and resolve monitoring alerts received through various RMM platforms. The Support Center manages ticket prioritization and escalation to higher support tiers. The engineer will work under managerial direction and collaborate closely with other staff members.

Responsibilities:

• Respond to monitoring requests via phone, email, or ticketing system

• Utilize monitoring and cybersecurity systems to triage alerts and alarms

• Interact professionally and promptly with clients

• Collaborate with team members to solve problems

• Troubleshoot server, network, and PC issues

• Provide quality customer service in all communications

• Collaborate with Tier 2 and Tier 3 technicians on escalated support requests

• Document resolutions and create knowledge base articles

• Participate in ongoing certification training

• Track time and activities in the ticketing system

Requirements:

• Minimum 1 year experience supporting any of the following:

LAN/WAN environments

Office365 and Azure

VMWare and/or HyperV

Network Operations Center

• Help desk or customer service experience

• Experience with PSA and RMM tools

• Prior MSP experience is a plus

• Knowledge of Microsoft Windows Server 2016/2019

• Active Directory experience

• Microsoft365 administration knowledge

• Understanding of DNS, DHCP, and TCP/IP fundamentals

• Experience with Microsoft Exchange and SQL Server

• VMware vSphere knowledge

• Familiarity with backup technologies

• Understanding of security practices and policies

• Associates degree preferred; relevant industry experience may substitute for education

Hours & Schedule:

The Support Center operates 24/7. Current weekend overnight shift options include:

Fri – Mon 4x10 hour shifts 12a-10a EST

or

Thurs – Mon 5x8 hour shifts 12a-8a EST

Benefits & Perks:

• Fully remote position with no office return plans

• Paid time off including holidays and float holidays

• Competitive medical, dental, and vision benefits

• 401(k) with employer match

• Tailored life and disability insurance plans

• Full reimbursement for approved professional certifications and career development

• Monthly mobile phone and internet service stipend

About the Organization:

The organization is a rapidly growing IT Managed Service Provider delivering cybersecurity, private and public cloud hosting, backup and disaster recovery, and other advanced services to mid-market and enterprise customers nationwide. Clients include sectors such as education, healthcare, government, financial services, and manufacturing. The organization offers managed IT services, security, and network connectivity, supported by a 24/7/365 expert team focused on improving business operations.

Note:

RemoteHunter is not the Employer of Record (EOR) for this role. Our purpose in this opportunity is to connect exceptional candidates with leading employers. We help job seekers worldwide discover roles that match their goals and guide them to complete their full application directly through the hiring company’s career page or ATS.