Network Operations Tech I

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

• Familiarity with backup and disaster recovery technologies
• Knowledge of firewalls, network security, and cloud-based services
• Experience working with Remote Monitoring & Management (RMM) tools
• Exposure to managed services operations and customer support environments

KPIs / Metrics

• Alert response and ticket resolution times
• Accuracy and quality of troubleshooting documentation
• Escalation accuracy and operational efficiency
• Customer satisfaction and communication effectiveness
• Infrastructure uptime and operational stability
• Ticket backlog management and resolution consistency
• Cross-functional collaboration and support effectiveness

Compensation

This position starts at $18/hour with the availability for overtime. Information Security & Data Privacy Responsibility All employees are responsible for adhering to company Information Security and Privacy Policies and ensuring that all applicable procedures are consistently followed. This includes safeguarding client and company data to maintain its security, availability, and confidentiality, and upholding all legal and regulatory obligations related to data protection. Employees are expected to perform their duties in a manner that prevents security breaches or incidents that compromise business operations, client data, client data, or the company's financial and operational standing.

Why Join Us

This is an exciting time to join RedHelm as we continue to grow and innovate as a full-stack technology partner. Our integrated approach to offensive security, defensive operations, and IT services creates opportunities to work on complex challenges that directly impact the organizations we serve. As we expand our capabilities and footprint, our team members play a meaningful role in shaping what comes next. We are equally committed to investing in our people. We believe in a culture where we care about individuals not just for their professional ambitions, but for their personal goals as well. We recognize that work is part of a larger purpose in each person's life, and that philosophy drives how we support growth, flexibility, and long-term development across our organization. We offer a comprehensive and competitive benefits package designed to support both career progression and personal wellbeing, including medical, dental, and vision coverage, a 401(k) program, paid time off, floating holidays, and paid holidays. More importantly, we provide an environment where you can build meaningful expertise, contribute to forward-thinking solutions, and grow alongside a company that is actively shaping its future. Apply tot his job Apply To this Job