Technical IT Support Specialist - Jacksonville, FL

Job DescriptionJob DescriptionThe RoleWe are looking for a technically minded IT support professional who can bridge the gap between end-user helpdesk and senior engineering. You are not a traditional help desk — you understand systems well enough to triage a network issue, interpret a monitoring alert, and know whether to resolve it yourself or get the right engineer involved. You will own monitoring across our network, cloud, and NaaS environments, serve as the first-level escalation for technical issues, and support endpoint and device management operations. When something is wrong somewhere in our environment, you will often be the first to know.What You'll OwnMonitoring & Observability• Monitor network, cloud, and NaaS environments using observability and alerting platforms — Splunk, cloud monitoring consoles, and remote management tools• Own NaaS site monitoring — track link health, power telemetry, and connectivity status for all active remote sites• Respond to and triage monitoring alerts; resolve within your scope or escalate with full context to the appropriate engineer• Manage NaaS firmware and configuration changes for live sites in coordination with the Field Engineering teamTechnical First-Level Support• Serve as the first technical escalation point for issues routed up from the helpdesk — network connectivity, application access, system performance• Perform first-level network troubleshooting — diagnosing issues before escalating to the Senior Network Engineer• Own the technical ticket queue for infrastructure-adjacent issues, ensuring nothing sits unrouted• Contribute to SLA compliance by maintaining response time discipline and clear ticket documentationEndpoint & Device Support• Assist the Identity & Endpoint Systems Administrator with device enrollment (Intune, Apple Business Manager), compliance policy deployment, and device imaging• Support OS patching cycles for Windows and Linux systems under direction of the Systems & Application Engineer• Contribute to knowledge base and troubleshooting documentation for recurring issuesWhat We're Looking ForRequired• 3+ years in an IT support, NOC, or junior systems administration role• Working knowledge of networking concepts — TCP/IP, DNS, VLANs, subnetting, basic firewall behavior• Experience with monitoring and alerting platforms — Splunk, PRTG, Datadog, Zabbix, or equivalent• Familiarity with Microsoft Intune or another MDM platform for device enrollment and policy deployment• Experience supporting Windows environments at a systems level — not just end-user troubleshooting• Strong communication skills — ability to escalate clearly, document concisely, and keep stakeholders informed during incidents• Experience with a ticketing platform (Jira Service Management preferred)Preferred• Experience monitoring or supporting remote or field-deployed network infrastructure• NaaS, managed connectivity, ISP, or telecom support background• Splunk experience — dashboards, searches, alert configuration• Basic scripting ability — PowerShell or Python for automation or log parsing• Linux command-line proficiency at a support levelDetails• Location: Remote — must be available during core US business hours• Travel: Minimal• Employment type: Full-time