Help Desk Engineer

This remote Help Desk Engineer position blends front-line customer support with advanced troubleshooting and technical leadership for clients nationwide. The role also includes coordinating local field technicians during installations and completing remote deployments across networking, security, surveillance, telecom, and A/V environments.

Remote Help Desk Support and Escalation Management

• Provide 24/7/365 remote technical support and resolve client tickets across the United States.
• Diagnose and resolve complex technical escalations originating from lower-tier Help Desk support using dynamic problem-solving.
• Participate in an on-call rotation to support clients during after-hours and weekend emergency needs.

Installation Coordination and Field Technician Support

• Assist and manage local field technicians during nationwide technology installations.
• Dispatch support for site rollouts and coordinate hardware servicing as part of installation efforts.

Remote Deployment and System Configuration

• Perform remote setup, configuration, and programming for computers, routers, switches, firewalls, business surveillance systems, and VoIP phone systems.

Coverage Across Core Tie National Service Domains

Support responsibilities span core Tie National service areas:

• Cabling structure, rack/stack, wireless networks, cellular backup internet, and POTS replacement.
• VoIP/POTS solutions, phone system management, and carrier escalations.
• IP cameras (including Eagle Eye Networks cloud surveillance) and security analysis.
• Sound masking, background audio, video boards, and digital signage.
• Desktop/OS troubleshooting, backup internet support, and business continuity planning.

Required Qualifications

• Proven experience in a Help Desk, System Administration, or IT Support Engineering role.
• Exceptional troubleshooting ability, including breaking down unfamiliar and complex technical issues and resolving them under pressure.
• Strong problem-solving skills with a proactive, resourceful mindset and the ability to adapt in a multi-faceted IT environment.
• Hands-on experience with networking equipment, including routers, firewall configurations, desktop operating systems, surveillance/CCTV platforms, and VoIP systems.
• Willingness and flexibility to work scheduled after-hours and weekend on-call shifts.
• Excellent verbal and written communication with strong customer-service principles.

Technology Exposure

• Routers, switches, firewalls
• VoIP phone systems
• VoIP/POTS solutions
• IP cameras and Eagle Eye Networks cloud surveillance
• Surveillance/CCTV platforms
• Desktop operating systems
• Cellular backup internet
• POTS replacement
• Business continuity planning
• Sound masking, background audio, video boards, digital signage

Work Environment and Hardware

• 100% Remote: Work anywhere in the United States.
• BYOD (Bring Your Own Device): Provide your own computer setup meeting company security standards, including a high-speed internet connection and a quiet home office environment.

Schedule and Location

• Full-Time and Part-Time positions available.
• Remote (Required) work location.

Compensation

• $22.00 - $25.00 per hour (noted as $23.00 - $25.00 per hour commensurate with experience).

Benefits

• Unlimited PTO (Paid Time Off)
• Comprehensive Healthcare Plan
• Dental insurance
• Vision insurance
• Life Insurance Coverage
• 401(k)
• 401(k) matching
• Flexible spending account
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Parental leave
• Retirement plan