Tier 1 Engineer, Network Operations Center

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Tier 1 Engineer, Network Operations Center based in United States.

As a Tier 1 Engineer within a Network Operations Center, you will play a key role in monitoring and supporting client technology environments during after-hours operations.

You’ll monitor alerts, investigate incidents, and provide first-level troubleshooting across infrastructure, endpoints, networks, and cloud environments.

The role combines structured technical processes with real-time problem solving and service-focused communication.

You’ll work within a tiered support model, collaborating closely with senior technical teams when issues require escalation.

Accurate documentation, consistent ticket management, and clear communication will be essential to maintaining service quality.

This fully remote opportunity also offers ongoing technical training and opportunities to build certifications and advance your IT career.

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.