Technical Support NOC for an IT Services Company (Remote)

Ltvplus; Polska; Hybrid; PLN 70,000 - 110,000; Full time

Benefits offered by this job

Remote work

Job summary

IT Services Company is seeking a Technical Support NOC agent for a fully remote role. You will handle first-line IT support, monitor network infrastructure, and ensure uptime across critical systems. The position is a full-time remote role with typical business hours and occasional after-hours support.

Ideal candidates have 1–3+ years in IT support, solid networking knowledge, and experience with Windows environments. Certifications like CompTIA A+/Network+ or ITIL Foundation are a plus.

Qualifications

• 1–3+ years in IT support, help desk, or NOC operations.
• Solid understanding of TCP/IP, DNS, DHCP, VPNs, and remote access.
• Hands-on with Windows OS, Microsoft 365, Windows Server.
• Familiarity with ticketing systems and monitoring tools (NinjaOne, SolarWinds).
• Excellent communication, troubleshooting, and documentation skills.
• Ability to manage multiple tickets and meet SLAs.
• Independent work with escalation coordination.
• Nice to have: CompTIA A+/Network+ or ITIL Foundation.
• Nice to have: MSP exposure or cloud platforms (Azure, Hyper‑V).

Responsibilities

• Provide first-line IT support via phone, email, and ticketing systems.
• Log, classify, prioritize, and resolve hardware, software, and network issues.
• Monitor servers and network devices for uptime and alerts.
• Troubleshoot routers, switches, firewalls, and VPNs.
• Escalate complex incidents to Level 2/3 with notes.
• Handle onboarding/offboarding, provisioning, and security patches.
• Maintain detailed ticket logs and follow procedures.
• Follow up with end-users to ensure SLA satisfaction.
• Identify recurring issues and suggest process improvements.

Skills

IT support

Networking basics

Windows OS

Microsoft 365

Windows Server

Ticketing systems

SLAs

Communication

Documentation

Independent work

Education

CompTIA A+

CompTIA Network+

ITIL Foundation

Tools

NinjaOne

SolarWinds

Liongard

PSA platforms

Job description

Technical Support NOC for an IT Services Company (Remote)

Customer Success ·

Remote

Is This YOU? Then We Want to Meet You! Are you a tech-savvy problem solver who thrives at the intersection of customer support and network monitoring? We are looking for a proactive, candidate-focused Technical Support Agent NOC 1 to join our remote team. In this hybrid role, you’ll serve as the first line of defense—tackling IT support tickets, keeping an eye on critical network infrastructure, and ensuring systems run smoothly around the clock.

• Schedule: Full-time (40 hours/week, Monday through Friday)
  • Agent 1: 8:00 AM – 5:00 PM ET
  • Agent 2: 4:00 PM – 1:00 AM ET
  • (Includes a 1-hour shift overlap for handoffs and ticket alignment. Occasional evening/weekend support as needed.)
• Work Type: Full-time, Fully Remote

Requirements

• 1–3+ years of experience in IT support, help desk, service desk, or NOC operations.
• Solid foundational understanding of networking, TCP/IP, DNS, DHCP, VPNs, and remote access connectivity.
• Hands‑on experience with Windows OS, Microsoft 365, Windows Server, and core business applications.
• Familiarity with ticketing systems, PSA platforms, and RMM or network monitoring tools (e.g., NinjaOne, SolarWinds, Liongard, or equivalent).
• Excellent verbal/written communication, troubleshooting, and documentation skills.
• Proven ability to manage multiple tickets, prioritize incidents, and adhere to strict SLAs.
• Capable of working independently while maintaining seamless coordination with escalation teams.
• Nice to have: CompTIA A+, Network+, Security+, or ITIL Foundation certifications.
• Nice to have: Exposure to MSP environments, cloud platforms (Azure, Hyper‑V, VMware), or network/firewall tech (Sophos, Aruba, Ruckus, Ubiquiti).

What you’ll do

• Provide responsive first‑line IT support via phone, email, and ticketing systems.
• Log, classify, prioritize, and resolve hardware, software, user account, and network connectivity issues.
• Monitor servers, network devices, and system uptime to detect alerts, bandwidth spikes, or potential outages.
• Perform initial troubleshooting for routers, switches, firewalls, and VPN connections.
• Escalate complex or unresolved incidents to Level 2/3 engineering teams with detailed troubleshooting notes.
• Handle user onboarding/offboarding, account provisioning, equipment setups, and security patching.
• Maintain clean, detailed ticket logs and incident documentation following operational procedures.
• Proactively follow up with end‑users to ensure satisfaction and SLA compliance.
• Identify recurring issues and suggest ways to streamline and automate support workflows.

Success looks like

• Consistently hitting and exceeding ticket resolution speed and accuracy targets within agreed SLAs.
• Maintaining precise, up‑to‑date ticket logs and incident reports for seamless shift handoffs.
• Catching and escalating critical network alerts before they result in major downtime.
• Delivering clear, empathetic, and high‑satisfaction communication to end‑users on every interaction.

Tech Checklist - Gotta Have It!

A reliable computer (at least with Windows 10 and i5 processor), a stable high-speed internet of 100 MBPS connection and back up for both. A quiet, cozy workspace to handle calls and chats like a pro.