Helpdesk Engineer (Level 1 – Network & Cybersecurity)

Position Overview

We are looking for a vigilant, tech-savvy Level 1 Helpdesk Engineer to join our technical support team. In this role, you will be the first point of contact for our customers, helping them navigate, troubleshoot, and resolve initial networking and cybersecurity issues.

Because cyber threats and network downtime don't take time off, our team operates 24/7 across a 3-shift rotation system. If you love solving technical puzzles, learning on the fly, and ensuring digital environments stay secure and connected, we want to hear from you.

Key Responsibilities

As the first line of defense and support, your day-to-day will involve:

• First-Line Support: Act as the Level 1 point of contact for all customer inquiries, handling incoming tickets, phone calls, and chats regarding network performance and security alerts.

• Triage & Troubleshooting: Diagnose, troubleshoot, and resolve foundational networking issues and basic cybersecurity issues.

• Ticket Management: Log, track, and document all customer interactions thoroughly within our ITSM/ticketing system, ensuring clear histories for every issue.

• Escalation Pathways: Quickly identify complex or high-severity issues (like major network outages or confirmed security breaches) and efficiently escalate them to Level 2/3 engineering teams.

• Proactive Monitoring: Keep a close eye on our network and security monitoring dashboards to catch and address anomalies before they impact the customer.

Shift Structure

This position operates on a continuous 24/7/365 schedule split into 3 distinct shifts. Candidates must be fully flexible and willing to work a rotating schedule that includes days, afternoons, nights, weekends, and holidays.

Required Skills & Qualifications

• Foundational Knowledge: A strong understanding of networking fundamentals (TCP/IP, DNS, DHCP, routing, switching) and core cybersecurity concepts (firewalls, anti-virus, access control).

• Problem-Solving Mindset: The ability to think logically under pressure and systematically isolate technical issues.

• Excellent Communication: Clear, empathetic, and professional verbal and written communication skills to guide customers through technical fixes.

• Customer-First Attitude: Patience and a genuine desire to help customers solve their technical frustrations.

• Experience/Certifications (Plus): Prior experience in a helpdesk or customer-facing tech role is highly valued. Certifications like CompTIA Network+, Security+, CCNA, or Google IT Support are a major advantage.