Key skills
Firewalls
About this role
Role Overview
- Monitor and support customer infrastructure environments while proactively identifying and resolving operational issues
- 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
Requirements
- 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.
Tech Stack
- Firewalls
Benefits
- Health insurance
- 401(k) program
- Paid time off
- Floating holidays
- Paid holidays