Technical IT Support Specialist - Jacksonville, FL
About The Position
We 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.
Requirements
- 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)
Nice To Haves
- 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 level
Responsibilities
- 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 team
- 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 documentation
- 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 issues
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
No Education Listed
