Level 1/2 Help Desk & Managed Service Technician

About the role

CyberNet Communications is seeking a full‑time remote Level 1/2 Help Desk & Managed Service Technician to deliver first‑ and second‑level technical support to a diverse customer base. You will troubleshoot network, voice, and endpoint issues, ensuring timely resolution while maintaining high service‑level standards.

Key responsibilities

• Provide phone, email, and remote‑tool support for network connectivity, voice services, and endpoint problems.
• Diagnose and resolve hardware, software, and configuration issues; escalate complex incidents as needed.
• Monitor ticket queues, perform routine maintenance, and document solutions.
• Assist with onboarding new customers, implement configuration changes, and update system settings.
• Contribute to continuous improvement of support processes and service‑level compliance.

Required profile

• Strong help‑desk and customer‑support experience, including ticket handling and incident management.
• Clear communication skills for interacting with non‑technical users.
• Ability to work independently in a remote environment while meeting performance targets.

Required skills

• Basic to intermediate networking knowledge: TCP/IP, DNS, DHCP, routing, switching, wireless connectivity.
• Windows desktop operating system administration and common business applications.
• User account management and remote desktop tools.
• VoIP/telephony platforms (e.g., SIP) and ticketing/CRM systems.
• Fundamental security practices: antivirus, patching, basic firewall concepts.