Tier 1 Triage Engineer

Job Description

Description:

A Tier I Network Technician serves as the frontline technical support this customer. They work onsite in Raleigh, NC, and are responsible for monitoring, troubleshooting, and maintaining the telecommunications network that supports technology infrastructure across the state.

• First Response Support:
  Act as the initial point of contact for technical issues reported by customers.
• Ticket Management:
  Create, track, and follow up on service tickets to ensure timely resolution.
• Network Monitoring:
  Continuously monitor the performance and health of the customer network.
• Communication:
  Interface with Directors, Supervisors, service providers, and other stakeholders to resolve IT/network-related issues.
• Troubleshooting:
  Perform basic diagnostics and elevate complex problems to Tier II technicians or the Manager.
• Security Oversight:
  Assist in monitoring network security and ensuring compliance with protocols.

We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment regardless of their race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances.

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• Strong customer support mindset and communication skills.
• Basic understanding of network systems, diagnostics, and troubleshooting.
• Ability to follow standard operating procedures and elevate issues appropriately.

• Familiarity with telecommunications infrastructure and public safety systems
• Salesforce experience