Siem/soc Support Jobs

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Today

Helpdesk Technician I

CyberSheath Remote 🌍 Remote

Remote

Today

$55k - $68k/yr Full time Cloud Platforms Customer Service Customer Support

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Job Description

CyberSheath is hiring a Helpdesk Technician I to serve as an initial point of contact for users reporting technical issues. This remote role supports the day-to-day implementation, troubleshooting, and maintenance of client IT systems across on-premise and cloud environments, with coverage spanning end-user technology, networking, backup and disaster recovery, onboarding workflows, and security tooling.

As a Level I support resource, you will handle client requests through remote support, document progress in the helpdesk ticketing system, and escalate when necessary. The work is focused on reliable operational support for managed services clients in a fast-paced remote practice.

Responsibilities

Provide exceptional customer support in a fast-paced remote Managed Services Practice
Remotely troubleshoot and resolve client requests involving end-user hardware, software, and cloud services
Provide day-to-day operational support for desktop and server operating systems (Windows, Mac, Linux)
Support Microsoft Office 365, Azure, Teams, OneDrive, and SharePoint
Support networking devices including firewalls, switches, and wireless access points
Support line of business applications
Provide operational support for on-premise and cloud backup and disaster recovery
Support hardware peripherals such as printers, monitors, docking stations, and webcams
Support mobile devices and Mobile Device Management (MAM / MDM)
Escalate issues as necessary for Level I Helpdesk staff
Assist with onboarding and offboarding of clients, systems, and users
Deploy and maintain security tools and management agents
Maintain current notes and time entries for all requests in the helpdesk ticketing system
Create and maintain comprehensive documentation for internal and client systems
Work with third-party vendors to remediate issues as needed

Requirements

Minimum 1+ years working for a Managed Service Provider (MSP)
Minimum 3+ years experience working on an IT Helpdesk using remote support tools
Experience using a helpdesk ticketing system for incident tracking and time entry (ConnectWise Manage preferred)
Prior experience with Remote Monitoring and Management (RMM) tools (for example: Automate, Labtech, Continuum, NinjaOne)
Ability to provide exceptional customer service in all situations
Strong troubleshooting, problem-solving, and verbal/written communication skills
Experience with Microsoft Windows desktop and server operating systems
Experience with Microsoft Office 365 / Azure administration
Proficiency with Microsoft Server Active Directory / Group Policy
Moderate networking experience including remote configuration and troubleshooting (TCP/IP, WiFi, VPN)
Knowledge of Microsoft cloud technologies including Office 365, Azure, Azure Entra ID, Endpoint Protection, Intune, and Autopilot
Knowledge of scripting and automation tools is a plus
Demonstrated ability to work in a team environment
Must be authorized to work for any employer in the U.S

Technologies

Windows, Mac, Linux
Microsoft Office 365, Azure, Teams, OneDrive, SharePoint
Firewalls, switches, wireless access points
On-premise and cloud backup and disaster recovery
Mobile Device Management (MAM / MDM)
ConnectWise Manage
Remote Monitoring and Management (RMM): Automate, Labtech, Continuum, NinjaOne
Networking: TCP/IP, WiFi, VPN
Azure Entra ID, Endpoint Protection, Intune, Autopilot
Microsoft Server Active Directory, Group Policy
Multifactor Authentication, Encryption, SIEM/SOAR, Endpoint Detection and Response

Preferred Education, Experience, & Skills

Bachelor's degree from an accredited university in Computer Science, Engineering, or a related field
Experience with security technologies: Multifactor Authentication, Encryption, SIEM/SOAR, Endpoint Detection and Response
Preferred certifications: Microsoft MD100/101, AZ900, AZ104, CompTIA Security+, Network+
Excellent organizational skills, including the ability to balance conflicting priorities
Ability to work independently, remotely, and as part of a team

Work Environment

Remote role with the potential for travel to client sites
Some on-call, shift, and evening work

Location: Remote (remote)

Compensation: USD 55,000 - 68,000 per year

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