Service Delivery: Respond to and resolve service incidents following existing procedures and Service Level Agreements (SLAs). Track time, communications, and work output via ConnectWise Manage PSA.
Network Operations (NOC) Monitoring & Remediation: Remediate alerts from monitoring tools generated from firewalls, switches, access points, physical and virtual workstations, servers, and storage devices. Configure monitoring of client infrastructure using PRTG, Kaseya VSA, and ConnectWise Manage.
Security & Incident Response (SOC): Act as the first line of defense for security alerts. Triage potential threats (e.g., suspicious logins, EDR alerts, phishing reports) using established Incident Response playbooks. Isolate infected endpoints to prevent lateral movement and document forensic details.
VIP & Helpdesk Support: Provide primary "white-glove" remote support for VIP clients (CEOs/Executives) experiencing after-hours technical issues. Address all phone calls and urgent tickets outside of regular business hours with a focus on rapid resolution.
Cloud Administration: Administer and troubleshoot Microsoft 365 (Exchange, Teams, SharePoint) and Google Workspace environments to resolve urgent user access or configuration issues.
Maintenance & Automation: Administer and perform the work for monthly, quarterly, bi-annual, and yearly maintenance plans. Assist higher-level Engineers to automate recurring requests using Ninja RMM, ConnectWise Manage, PRTG, and PowerShell.
Backup Management: Monitor and remediate all CTS-provided client backup solutions: Acronis On-Prem, Acronis Cloud, and AFI.
Documentation: Create and maintain information and documentation in ConnectWise Manage and ITGlue to ensure a smooth handoff to the daytime engineering team.

Requirements

2+ years of experience in an MSP (Managed Service Provider) environment, specifically in a NOC or an L2/L3 escalation role.
Cybersecurity Fundamentals: Strong understanding of cybersecurity principles, threat landscapes (ransomware, phishing), and experience executing Incident Response playbooks.
Cloud Platforms: Advanced administration skills in Microsoft 365 (User management, Intune, MFA troubleshooting) and Google Workspace.
Networking: Experience with networking protocols: TCP/IP, BGP, OSPF, VPN, IPSEC, VoIP, and QoS. Experience in WAN/LAN networking, including routing, switching, security, and load balancing.
OS Support: Experience with Microsoft Windows Server, Windows Desktop, and Apple Ecosystem.
WLAN & Hardware: Experience in WLAN technologies (Meraki, UniFi, Cisco) and Network Attached Storage (NAS).
VoIP: Experience with Grand Stream or other Asterisk-based PBX systems.
Soft Skills: Exceptional written and oral communication skills with the ability to de-escalate stressful situations for VIP clients.
Work Ethic: Self-motivated, with excellent time management skills and the ability to work independently without supervision during overnight hours.

Benefits

Paid Time Off
Floating Holidays

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

Microsoft 365Google WorkspacePowerShellTCP/IPBGPOSPFVPNIPSECVoIPWLAN

Soft Skills

written communicationoral communicationde-escalationself-motivatedtime managementindependent work