Description

You will provide first-level technical support to resolve network disruptions and manage client installations.

This role is remote.

Responsibilities

• Provide first-level technical support at the physical and network layers via phone, email, and chat.
• Respond to alarms from remote monitoring and management systems.
• Communicate incident resolution progress clearly to customers.
• Document all troubleshooting interactions accurately.
• Follow prescribed escalation policies to transition incidents to tier 2 technicians.

Required Skills

• 1-2 years of customer service experience.
• Basic networking knowledge including TCP/IP, subnetting, VPN, and packet capture.
• Experience with Linux or other CLI environments.
• Ability to manage firewall rules while maintaining PCI-DSS compliance.
• Strong written and oral communication skills.
• Ability to work first, second, or third shifts in a 24/7/365 environment, including holidays.
• Any Graduate degree.

Preferred Skills

• 1-2 years of IT, helpdesk, or networking experience.
• Experience with Cisco Meraki or Cradlepoint firewalls.

Key Skills

Education

Any Graduate