• Serve as a Tier 2 escalations point handling both basic and complex IT issues • Troubleshoot and resolve problems related to desktops, applications, servers, networking, virtualization, and domain services • Provide advanced technical support for Microsoft 365, Active Directory, RDS/Terminal Services, Group Policy, and multifactor authentication • Support specialized systems such as dental/medical equipment software and hardware (e.g., X-ray sensors, imaging applications) • Troubleshoot connectivity and networking issues including firewalls, VPNs, VLANs, DNS/DHCP, and wireless infrastructure • Take ownership of customer issues from intake through resolution, ensuring SLA compliance and customer satisfaction • Perform root cause analysis to prevent recurring issues and improve overall service delivery • Escalate unresolved issues appropriately to senior engineers or third-party vendors • Document solutions clearly to contribute to shared knowledge resources

This is a remote position. Tier I NOC Technician (Remote – Dedicated Placement) About the Role This Tier I NOC Technician will play a key role in maintaining the stability, performance, and security of client environments. The focus of this role is proactive monitoring, routine maintenance, and structured issue resolution within established processes. This is a hands-on, process-driven position suited for someone who is detail-oriented, reliable, and comfortable working in a fast-paced MSP environment. What You’ll Be Doing Monitoring & Alert Response - Monitor client environments using RMM and monitoring tools - Respond to alerts related to performance, availability, and system health - Investigate and resolve standard alerts using documented runbooks - Escalate complex or recurring issues to higher-level engineers Maintenance & System Health - Perform routine maintenance across servers and endpoints - Review logs and system performance metrics - Execute standard maintenance tasks such as reboots and service restarts - Follow structured checklists to ensure consistency across environments Patch Management - Deploy and verify operating system and software updates - Monitor patch compliance across environments - Investigate and remediate failed patch deployments - Support scheduled maintenance windows Security Monitoring - Respond to endpoint protection and security alerts - Perform initial triage and follow escalation procedures - Assist in maintaining full security coverage across devices Monitoring & Agent Coverage - Ensure all endpoints and servers have active monitoring agents - Identify gaps in coverage and remediate accordingly - Validate backup, monitoring, and security tools are functioning Ticketing & Documentation - Document all actions clearly within the ticketing system - Maintain accurate and detailed notes for all work performed - Follow established workflows and ITIL-aligned processes - Contribute to internal documentation and knowledge base updates What You Bring Required Skills - Basic understanding of Windows Server environments - Solid grasp of networking fundamentals (DNS, DHCP, connectivity) - Familiarity with monitoring tools or RMM platforms - Understanding of patching and system maintenance processes - Strong attention to detail and ability to follow procedures - Clear written and verbal communication skills Nice to Have - Experience working in an MSP environment - Exposure to tools like ConnectWise, Datto RMM, NinjaRMM, or similar - Basic PowerShell or scripting knowledge - Familiarity with endpoint security tools What Success Looks Like - Fast and accurate response to alerts - High patch compliance across environments - Full monitoring and agent coverage - Consistent execution of maintenance tasks - Clear, high-quality ticket documentation - Proper escalation and adherence to process Requirements Work Environment & Requirements All our positions are fully remote (work from home). To ensure smooth operations, performance, and compliance with our standards, all team members must meet the following requirements: Internet & Power Backup • Minimum 100 Mbps fiber internet connection • Battery backup/power solution for your internet connection to prevent downtime during outages Device & Hardware • Bring Your Own Device (BYOD) with battery backup • Noise-cancelling headset for clear communication on calls and meetings Minimum Device Specifications • Intel i5 processor or higher • 8–16+ GB RAM • Less than 5 years old • Device must be dedicated solely to work purposes (no personal use permitted) to ensure cybersecurity compliance

• Act as the primary contact for 1st and 2nd line technical support via phone and email • Respond promptly to incidents, diagnose issues, and collaborate closely with Product and Engineering for resolution • Coordinate customer calls, progress reports, and incident management, ensuring resolution aligns with performance standards • Managing the resolution of technical and non-technical issues in a professional, courteous manner • Troubleshoot a wide range of technical issues on our Justride platform and associated hardware • Assist in customer configuration and setups for special ticketing events and programs • Deliver training on our systems and applications via video conferencing and in-person • Develop and maintain technical reference materials, incident management solutions, and online FAQs • Gain a deep understanding of all Masabi products and how they are deployed in real-world scenarios • Participate in on-call rotations during critical launches and go-live periods

• Respond to alarms, calls, and tickets; validate mode, temperatures, flow, and unit status • Capture trends, screenshots, and event timelines • Execute approved runbook actions and stabilization steps • Escalate potential SOO or efficiency concerns with evidence, not speculation • Support EU CX as needed (time-zone coverage, coordination, data collection, escalation assistance) • Overrides are permitted only when explicitly approved by the Director of Technical Service or Manager, Technical Support Operations • All overrides must be documented, time-bound, and reviewed post-action • No control tuning without approval • Accurate, timely data capture that enables fast decisions • Disciplined escalation with complete context • Safe execution under pressure with minimal rework • Travel required during the training period