Provides first-line technical support by phone, email, and ticketing systems; diagnoses and resolves hardware, software, network, cybersecurity, systems, video, and VoIP issues. Monitors and responds to RMM alerts, documents solutions, performs preventative maintenance, updates procedures, collaborates on complex problems, supports customers professionally, participates in on-call rotation, and maintains technical certifications and skills.

Provide network administration and security for clients across on‑premises and cloud environments. Manage firewalls, routers, switches, VoIP systems, monitoring, automation, documentation, and maintenance; develop SOPs, mentor staff, participate in on‑call rotation, and support upgrades and capacity planning.