Tier 1 Triage Engineer

Insight Global; Raleigh (NC); On-site; USD 42,000 - 62,000; Full time

Benefits offered by this job

Salesforce experience

Telecom infrastructure familiarity

Job summary

Insight Global in Raleigh, NC is seeking a Tier I Network Technician to provide frontline technical support, monitor and maintain the telecommunications network, and ensure reliable service across the state.

You will manage tickets, communicate with stakeholders, and escalate complex issues to Tier II as needed, while supporting security and protocol compliance.

Qualifications

• Strong customer focus and effective communication abilities.
• Basic understanding of network systems, diagnostics and troubleshooting.
• Ability to follow standard operating procedures and escalate issues appropriately.

Responsibilities

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

Skills

Customer support mindset

Communication skills

Network diagnostics

Troubleshooting

SOP adherence

Job description

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.

Key Responsibilities

• 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. If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please send a request to [e-mail] learn more about how we collect, keep, and process your private information, please review Insight Global's Workforce Privacy Policy: https://insightglobal.com/workforce-privacy-policy/.

Skills and Requirements

• 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.

Plusses

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