Network Operations Tech I

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RedHelm is redefining what it means to be a technology partner. We deliver industry-leading offensive and defensive cybersecurity alongside full-stack IT services that are integrated by design - protecting, powering, and accelerating our clients' success. Our teams operate at the intersection of security and technology, combining deep technical expertise with a holistic, client-centered approach. By aligning security strategy, infrastructure, and operational excellence, we help organizations stay resilient in an increasingly complex threat landscape. At RedHelm, we are building an environment where innovation, accountability, and collaboration drive meaningful outcomes, both for our clients and for the professionals who support them. Role Overview The Network Operations Technician (Tier 1) is responsible for monitoring, troubleshooting, and maintaining managed services platforms in accordance with established operational procedures and support standards. This role requires strong foundational technical knowledge, analytical problem-solving skills, and the ability to communicate clearly and professionally with both internal teams and customers. The NOC Technician can independently triage and remediate routine alerts, perform basic infrastructure troubleshooting, and escalate more complex incidents appropriately. This role plays a critical part in maintaining customer uptime, performance, and operational stability across managed environments. Role Focus Primary Objective: Monitor and support customer infrastructure environments while proactively identifying and resolving operational issues Approach: Technical, customer-focused, proactive, and operationally driven support engagement Core Skills: Alert triage, infrastructure troubleshooting, customer communication, and operational support Solution Profile: Managed infrastructure services, Windows Server administration, networking technologies, backup platforms, and endpoint support Success Metrics: Incident response times, ticket resolution quality, customer satisfaction, escalation accuracy, and operational uptime Challenges: Managing multiple alerts simultaneously, troubleshooting diverse customer environments, and balancing proactive maintenance with reactive support needs Main Responsibilities Utilize and monitor various support tools to proactively identify and assist clients with outages, performance concerns, and operational issues Triage and remediate automated alerts from managed systems while escalating complex or high-impact issues to higher-tier support teams when required Install software, patches, and system updates on servers and workstations in accordance with change control procedures and operational standards Perform basic troubleshooting of WAN and edge technologies including direct internet circuits, MPLS, SD-WAN, firewalls, and routers Administer and troubleshoot backup platforms including job maintenance, restore requests, and backup configuration support Communicate clearly and professionally with internal teams and customers regarding ticket updates, issue status, and service progress Maintain accurate ticket documentation, troubleshooting steps, and operational records within ticketing systems and support platforms Support ongoing operational health and maintenance activities across customer environments Collaborate with engineering, operations, and service delivery teams to ensure timely issue resolution and customer satisfaction Ensure customer and company data are handled securely and in accordance with all RedHelm Information Security Policies Adhere to RedHelm operational standards, escalation procedures, and best practices Required Experience 1-3 years of experience in a NOC, service desk, or IT support environment Hands-on experience supporting Windows Server environments, Office 365, and workstation technologies Experience working with ticketing systems and Remote Monitoring & Management (RMM) platforms Foundational troubleshooting experience with LAN/WAN networking technologies Experience supporting Microsoft Windows workstations and end-user environments Experience working within fast-paced, customer-focused technical support environments Required Skills Strong troubleshooting and analytical problem-solving abilities Foundational knowledge of networking technologies and infrastructure support Strong customer service and customer-facing communication skills Ability to prioritize and manage multiple alerts, tickets, and operational tasks simultaneously Strong written communication and documentation skills Ability to adapt quickly within a dynamic, fast-paced operational environment Ability to collaborate effectively across technical and operational teams Strong organizational skills and attention to detail Ability to work independently while also contributing effectively within a team environment Commitment to delivering a high-quality customer support experience Preferred Skills Famil

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