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.
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.
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