IT SUPPORT SPECIALIST

Job Description

Job Description

BlueTide Communications is seeking a motivated and customer-focused NOC & Managed IT Support Specialist to join our growing team. This multidisciplinary role is responsible for delivering superior technical support and end-to-end managed IT services to our customers in accordance with established service level agreements (SLAs).

The ideal candidate will possess strong troubleshooting skills, excellent communication abilities, and experience supporting network infrastructure, security systems, VoIP technologies, surveillance systems, and remote monitoring environments. This position works closely with customers, internal engineering teams, and operations personnel to ensure reliable and efficient IT services.

This role may require participation in after-hours support and on-call rotation as part of a 24/7 Network Operations Center (NOC) environment.

Key Responsibilities

Help Desk & Customer Support

• Serve as the first point of contact for customers seeking technical assistance via phone, email, remote support, or ticketing systems.
• Deliver responsive and professional technical support while maintaining exceptional customer service.
• Diagnose and troubleshoot hardware, software, networking, and connectivity issues.
• Provide Tier 1 and Tier 2 helpdesk support for end users and customer environments.
• Perform remote troubleshooting using diagnostic tools and guided problem-solving techniques.
• Follow up with users to ensure issues are fully resolved and communicated within SLA requirements.
• Determine issue severity, prioritize incidents appropriately, and escalate when necessary.

Ticket & Incident Management

• Manage assigned service tickets from identification through resolution.
• Maintain accurate documentation of customer interactions, troubleshooting steps, resolutions, and system changes.
• Ensure all assigned tickets and tasks are updated daily within the service desk platform.
• Accurately route and communicate escalated events to appropriate engineering or operations teams.
• Document recurring issues and contribute to knowledge base improvements and operational efficiencies.
• Take ownership of incidents and ensure timely resolution against service level agreements.

Network & Infrastructure Support

• Configure, manage, and troubleshoot network infrastructure including:
  • Switches
  • Routers
  • Firewalls
  • Wireless access points (WAPs)
• Monitor and respond to alerts relating to:
  • Network connectivity
  • System performance
  • Security events
  • Backup jobs
• Support and maintain VoIP systems including:
  • Desk phones
  • Softphone/mobile applications
  • Connectivity troubleshooting
  • User account management
• Configure workstation equipment and ensure proper installation of operating systems and software applications.
• Administer user accounts and permissions for systems, applications, and network access.

Security & Monitoring

• Utilize Remote Monitoring & Management (RMM) tools to proactively monitor customer environments.
• Assist in implementing and maintaining cybersecurity best practices including:
  • Antivirus management
  • Firewall configurations
  • Security assessments
  • Intrusion detection systems
• Identify, isolate, and resolve system issues before business impact occurs whenever possible.
• Develop and implement service strategies to mitigate recurring software, hardware, and networking issues.

Surveillance & Technology Systems

• Assist with installation, configuration, and troubleshooting of surveillance camera systems and related technologies.
• Support hardware peripherals including printers, scanners, and network-connected devices.
• Assist with deployment and support of new technology solutions as required.

Team Collaboration & Operations

• Participate in team meetings, operational reviews, and knowledge-sharing initiatives.
• Collaborate with higher-level engineers and technical teams on complex escalations and infrastructure projects.
• Be available for on-call support and shift coverage as required in a 24/7 operational environment.
• Perform duties with the highest level of professionalism, accountability, and customer service.

Qualifications

• Associate’s or Bachelor’s degree in Information Technology, Computer Science, or related field preferred.
• Relevant certifications such as:
  • CompTIA A+
  • Network+
  • Security+
  • Microsoft certifications
    are considered a plus.
• Strong understanding of:
  • Networking concepts
  • Windows operating systems
  • IT infrastructure
  • Managed services environments
• Experience with:
  • RMM platforms
  • Remote support tools
  • Network troubleshooting
  • Ticketing systems
• Familiarity with:
  • Firewalls
  • VoIP systems
  • Surveillance camera systems
  • Security best practices
• Excellent troubleshooting, analytical, and problem-solving skills.
• Strong written and verbal communication skills.
• Ability to work independently and collaboratively within a team environment.
• Willingness to stay current with emerging technologies and industry trends.

Preferred Experience

• MSP or managed services experience
• NOC or network monitoring experience
• Experience supporting VoIP systems
• Experience supporting surveillance or CCTV systems
• Experience with backup monitoring and alert management
• Customer-facing technical support experience