Job Description:
• Provide frontline technical support for customer environments and hosted services
• Respond to incidents and service requests through ticketing systems, phone calls, and support channels
• Troubleshoot servers, operating systems, connectivity, hosted services, and customer environments
• Monitor ticket queues and support timely response and resolution
• Document, prioritize, and manage support requests with accurate ticket updates and customer communication
• Maintain ownership of customer issues throughout the support lifecycle
• Escalate complex issues requiring deeper technical expertise
• Support routine maintenance activities, customer requests, and operational tasks
• Collaborate with Systems Support, Network Support, NOC, and other technical teams
• Maintain documentation, troubleshooting procedures, and knowledge base content
• Communicate clearly with customers throughout troubleshooting and resolution
• Continuously expand technical knowledge through hands-on experience and ongoing learning
Requirements:
• Experience in Technical Support, Systems Support, NOC, Managed Services, Hosting, or Infrastructure Operations environments
• Foundational knowledge of servers, operating systems, networking, virtualization, or infrastructure support concepts
• Strong troubleshooting skills
• Effective communication with technical and non-technical audiences
• Ability to balance multiple tickets, priorities, and customer commitments
• Ability to take ownership of issues through resolution
• Comfortable learning new technologies, platforms, and tools
• Calm, solutions-focused approach during technical support situations
Benefits:
• Flexible Time Off
• Medical, Dental & Vision coverage with HSA/HRA options
• 401(k) with 4% match
• Paid Parental Leave
• Life & Disability Insurance
• Wellness Support for mental and physical health
• Free Colocation & Cloud Access
• Work From Anywhere – remote-friendly by design
• A low-ego, get-it-done culture