ROLE SUMMARY
ABOUT THE COMPANY
Linear 1 Technologies is a Managed Service Provider based in central Ohio that serves clients across the region in VoIP telecommunications, fiber internet, IT network infrastructure, and cybersecurity. Unlike most MSPs, Linear 1 owns and operates its own telecom and fiber infrastructure, so the team handles everything from the network coming in all the way to the keyboard. The company has been operating for nearly 10 years and serves small and mid-market clients across professional services, medical, and manufacturing. The team is lean and collaborative, runs on EOS, and is focused on steady growth with a stable, tight-knit crew that supports one another.
ABOUT THE ROLE
Linear 1 is growing and needs an experienced Tier 3 IT Support Technician to take project and escalation load off the senior architect. The role is roughly 70% behind-the-scenes work (escalations, tickets, project work, and infrastructure across the company's data center footprint) and 30% client-facing (taking calls and communicating directly with clients when the team is at capacity). This is a strong opportunity for an IT professional who is already comfortable at the Tier 2 or Tier 3 level and wants to take real ownership, work with a broad range of enterprise technologies, and grow into more advanced technical responsibilities over time.
This position is perfect for someone who:
✅ Takes ownership of a task from start to finish without needing to be chased
✅ Digs in and researches unfamiliar problems before escalating them
✅ Collaborative team player who supports others on a small team
✅ Connects the dots and thinks critically instead of just following a checklist
✅ Comfortable being on call and handling issues after hours when they come up
✅ Communicates clearly and professionally on the phone and in writing
ROLE RESPONSIBILITIES
Technical Support and Escalations
Provide advanced technical support by phone and email
Troubleshoot and resolve escalated hardware, software, telecom, and network issues
Assist Tier 1 technicians with escalations and provide guidance when needed
Research, test, and use available resources to resolve unfamiliar issues before escalating to other team members
Communicate clearly with clients, providing updates, expectations, and technical guidance
Systems and Microsoft 365 Administration
MUST HAVE
Exchange Online administration and troubleshooting
Entra ID user, group, authentication, and sign-in troubleshooting
MFA administration
Licensing and mailbox administration
Message tracing and basic mail-flow troubleshooting
A working understanding of DNS records used by Microsoft 365, including MX, SPF, DKIM, DMARC, Autodiscover, and domain verification
Understanding the difference between cloud-only and hybrid identities
Safe administrative practices and awareness of the impact of changes
NICE TO HAVE
Advanced Purview, Defender, Intune, and compliance features
Advanced Conditional Access design
Tenant-to-tenant migrations and complex hybrid migrations
Windows Server and Active Directory
Administer and maintain Windows Server environments
Manage Active Directory users, groups, permissions, replication, account lockouts, and domain-join issues
Support DNS, DHCP, Group Policy, file shares, NTFS permissions, and print services
Troubleshoot Remote Desktop Services and escalated Windows 10 and 11 workstation issues
Troubleshoot server services, event logs, storage, and performance, plus basic SQL and line-of-business application connectivity
Network and Infrastructure Troubleshooting
Diagnose and resolve enterprise routing issues, including BGP on edge routers
Troubleshoot the health and performance of critical client VM environments hosted in Linear's local data center
Support end-to-end fiber network delivery, tracing connectivity from the customer suite to the demarc, edge router, data center, and head-end routers (Arista 7280)
Work across enterprise firewalls, switches, VPNs, VLANs, routing, NAT, and wireless deployments
Implement existing network standards and designs, growing into architecture and solution design as ability is demonstrated
Ticketing and Documentation
Monitor and manage alerts and support queues through the internal HubSpot ticketing system
Document actions taken in tickets to support billing, reporting, and service quality
Maintain a clean, organized, and professional approach to support and documentation
Project and Team Collaboration
Participate in small to mid-sized IT projects and support senior engineers on larger deployments
Coordinate with vendors and third-party providers when necessary
Identify and communicate opportunities for process or technical improvement
Learn and apply new technologies in a fast-paced MSP environment
On-Call and After-Hours Coverage*
Handle certain work after hours when it would otherwise disrupt client operations
Participate in an after-hours on-call rotation shared by all technology team members once up to speed
Respond to urgent client issues within the service levels Linear 1 commits to
*Note: Employees will join the on-call rotation once they have demonstrated the capability and readiness to handle on-call responsibilities independently. On-call coverage will generally occur every three weeks, as needed.
Although the responsibilities outlined above will form the core focus of your role, please note that your hiring manager may assign additional relevant tasks as needed to align with the evolving objectives of your position and the overall goals of our business.
ROLE QUALIFICATIONS
REQUIRED QUALIFICATIONS
3 or more years of progressively responsible IT support experience, including significant experience independently performing Tier 2 or Tier 3 support
1 or more years working in a Managed Service Provider (MSP) environment, or another role supporting multiple independent client organizations at the same time
Strong understanding of Microsoft 365 administration, including advanced configuration and troubleshooting
Experience working in environments with Windows Server and Active Directory
Working knowledge of Windows 10 and 11 at the administrative level
Strong networking knowledge, including TCP/IP, routing, switching, and firewall concepts
Strong problem-solving skills with the ability to independently research and resolve unfamiliar technical issues
Strong interpersonal, customer service, and documentation skills
Ability to manage multiple priorities and work independently
Willingness to be on call and work after hours as part of a shared rotation
Must have own webcam, microphone, and computer (relevant software and subscriptions provided).
Excellent English verbal and written language proficiency (C1-C2 in CEFR Scale).
Access to a quiet work area at home with reliable internet (100 Mbps or more).
PREFERRED ("NICE-TO-HAVE") QUALIFICATIONS
Experience with firewall technologies such as Arista, Meraki, or MikroTik
Understanding of DNS services and related technologies
Certifications such as A+, Network+, Security+, or Microsoft certifications
Layer 2 and 3 networking knowledge, including BGP, OSPF, EIGRP, MPLS, VXLAN, and data center fabrics
Experience supporting clients in a telecom or fiber environment
ROLE SPECIFICATIONS
Base Salary: Q22,000 base salary.
Role type: Full-time.
Location: Guatemala (Remote - Work from home).
Schedule: Monday to Friday 8:00 - 5:00 PM ET (Subject to Daylight Saving changes)
RECRUITING PROCESS
Application / Screening: When you apply for this position, we will ask you a short questionnaire to get to know you a little bit better and ask you for some additional inputs to see if you qualify for the position. In addition, we will ask you to complete a short psychometric evaluation and a short English proficiency assessment. The idea is to explore if this is a good fit before moving forward.
Skills Assessment: You will be asked to complete a few exercises and/or projects designed to recreate the work tasks that you will be responsible for if you are given the role. This helps us gauge your skill level as well as give you a better idea of the required work.
Skills Assessment Interview: This is a 60 min - 90 min conversation where we further test your skills, learn about your previous working experiences, and evaluate culture fit to the role and company.
Hiring Manager Final Interview: This is a 30 min - 60 min conversation with the position’s Hiring Manager (and potentially a few company team members) to get to know you better and to set the expectations and vision for the role.
CONTACT US
If you have any questions or run into any complications while submitting your application, please reach out to:
recruitment@trymeteor.com
Requires 3+ years of IT support, 1+ year in an MSP or multi-client environment, advanced Microsoft 365 administration, Windows Server, Active Directory, networking, independent troubleshooting, English C1-C2, and home internet of 100 Mbps+.
Key Responsibilities
- troubleshooting systems
- administering networks
- documenting tickets
Skills & Tools
Microsoft 365, Exchange Online, Microsoft Entra ID, MFA, DNS, MX, SPF, DKIM, DMARC, Autodiscover, Purview, Defender, Intune, Conditional Access, Windows Server, Active Directory, DHCP, Group Policy, Remote Desktop Services, Windows 10, Windows 11, SQL, BGP, Arista 7280, HubSpot, TCP/IP, MikroTik, Meraki, OSPF, EIGRP, MPLS, VXLAN
Job Details
- Category: Information Technology
- Seniority: Mid Level
- Commitment: Full Time
- Workplace: Remote — Guatemala City or Guatemala
- Salary: GTQ 264,000 – 264,000 / year
- Languages: English
About Linear 1 Technologies
A managed service provider delivering telecommunications, fiber internet, IT infrastructure, and cybersecurity services. — Industry: Information Technology