Tier 2 Technician — Morgantown, WV (Remote) Netranom | Morgantown, WV | Fully Remote | Full-Time About Netranom Since 1998, Netranom has been West Virginia's trusted IT partner — and we're proud of it. From managed IT services and network security to cloud solutions and A/V deployments, we serve a wide range of industries including healthcare, legal, government, education, financial services, coal & mining, and more. With a 97.8% customer satisfaction score and over 630 reviews in just 90 days, our commitment to exceptional service isn't just a tagline — it's who we are. We're growing, and we're looking for a skilled, motivated Tier 2 Technician to join our team in North Central West Virginia and help us continue delivering the fast, reliable, and friendly service our clients count on every day. The Role As a Tier 2 Technician, you'll be the backbone of our technical support operations — handling escalated issues beyond the scope of Tier 1, diving deep into network infrastructure, server environments, and end-user systems. You'll work directly with a diverse portfolio of business clients, owning problems from diagnosis through resolution with minimal supervision. This is a fully remote position based out of the Morgantown, WV area. While you'll work from home the majority of the time, some client-facing, on-site visits will be required — which is why we're setting you up with a company vehicle. What You'll Do - Provide escalated Tier 2 technical support for client environments via phone, remote tools, and on-site visits - Administer and troubleshoot Windows Server environments (2016/2019/2022), including installation, configuration, and maintenance - Support and resolve issues across Windows Desktop platforms (Windows 10/11) - Manage and maintain Active Directory, including user accounts, group policies, OUs, and permissions - Configure and manage DNS, DHCP, and related network services - Implement, and troubleshoot VLANs and network segmentation strategies - Configure and manage routing protocols and infrastructure across client networks - Deploy, configure, and support SonicWall firewalls and security appliances - Assist in onboarding new clients, including network assessments and documentation - Work within a PSA/ticketing system (ConnectWise) to track, prioritize, and resolve support tickets in a timely manner - Collaborate with Tier 1 technicians, providing mentorship and escalation support - Document technical procedures, network diagrams, and client-specific configurations - Participate in on-call rotation as needed to support after-hours critical issues What You Bring Required Skills & Experience - 5+ years of experience in a related IT support or systems/network administration role - Proficiency in Windows Server administration (2016, 2019, 2022) - Strong Windows Desktop support skills (Windows 10/11) - Hands-on experience with Active Directory administration and Group Policy - Solid understanding of DNS, DHCP, and core network services - Experience managing VLANs and network switching environments - Clean driving record — required for client site visits - Must pass a background check prior to employment Preferred Skills - SonicWall firewall configuration and administration experience - Experience with Microsoft 365 administration (Exchange Online, Teams, SharePoint, Intune) - Familiarity with RMM tools (N-able, NinjaRMM, or similar) - Experience working in a Managed Service Provider (MSP) environment - Knowledge of backup and disaster recovery solutions (Datto, Acronis, Veeam, etc.) - Exposure to VoIP/cloud phone systems configuration and support - Understanding of cybersecurity fundamentals — endpoint protection, MFA, phishing mitigation - Industry certifications such as CompTIA Network+, Security+, Microsoft (MD-102, AZ-104), or equivalent Soft Skills - Strong troubleshooting mindset — you don't just fix it, you figure out why - Excellent verbal and written communication skills; able to translate technical language for non-technical users - Self-motivated and comfortable working independently in a remote environment - Customer-first attitude — our clients love us, and you'll be a big reason why - Ability to manage multiple priorities and work tickets efficiently under pressure - Team player who's willing to share knowledge and elevate those around you Compensation & Benefits - Fully remote work environment - Company vehicle provided for client site visits - Healthcare benefits included - Comprehensive benefits package - Opportunities for professional development and certifications How to Apply Visit www.netranom.com or reach out directly to get started. Netranom is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, or veteran status.

About us Abnormal is one of the world's fastest-growing cybersecurity companies, on a mission to protect the modern workplace from the most pressing threats. Our AI-native technology was built from the ground up to tackle forward-looking security challenges, and our team works with bleeding-edge technology to keep our customers and their people safe as attacks grow ever more sophisticated. About the Role The Level 2 Technical Support Engineer (TSE) is the primary contact point between the Level 1 Support Team, Customer Success (CS), and the Engineering teams at Abnormal AI. This role involves triaging escalated cases and driving their resolution in collaboration with Abnormal’s engineering, escalation management, and product teams. Level 2 TSEs are responsible for investigating and troubleshooting issues and suggesting process and product improvements. In this position, the Level 2 TSE will lead a team of subject matter experts focused on detecting false negatives and false positives reported by customers. They will act as the primary liaison between the Support team and Abnormal’s Detection Engineering and Product teams. Key responsibilities include driving detection improvements, responding to and mitigating customer incidents, and enhancing existing escalation processes. The Level 2 TSE is responsible for updating customers and the Level 1 Support team on case status and next steps in accordance with defined support offerings and associated SLAs. They will also provide possible workarounds to ensure customer success. Effective written and verbal communication is essential when interacting with all levels of the organization, both internally and externally. Additionally, the Level 2 TSE will log and manage all inbound and outbound interactions using a CRM system, including support cases, emails, chats, and phone calls. They will identify, create, revise, and publish internal and public-facing product solutions based on common questions and issues. What you will do - A level 2 engineer is the primary escalation point for Level 1 support and the main interface with Engineering - Handle advanced break-fix cases and will only escalate 10% or less of issues. - Manage all escalated Jiras from Level 1 support and Salesforce Backlog - Understand, troubleshoot, analyze and resolve product issues reported by the customer and keep escalations under 25% to Engineering - Support the Sales team, Deployment team, and CSMs with break-fix-related activities that require product expertise and knowledge - Provide case status and next steps to the customer according to defined support offering and associated SLA’s/SLOs for follow up time frames with a goal of 90%+ attainment. - Schedule customer calls with assistance from CSM for difficult Sev1 and Sev2 issues to address case issues, concerns, and escalations. - Provide possible workarounds to issues to ensure customer success and recommend (help develop) tools to support the customers to reduce the number of escalations by 25% or less. - Tracking issues/enhancements from customers and doing a proper hand-off to other members of the team - Knowing when to escalate issues and working with the teams on the escalation until the issue is resolved - Logging and managing all inbound/outbound interactions via the Salesforce CRM with customers in support cases, email, and phone - Achieve goals including KPI’s established by the support manager which include: - KR: > 90% First response SLA - KR: > 90% Resolution SLA - KR: > 90% Follow up Response SLA - Always provide an outstanding customer experience while being the customer’s advocate through the lifecycle of their support case and maintain a Customer Satisfaction score of 90% or greater satisfaction. - Prioritize tasks and accurately document the nature of the reported problem and communicate effectively in writing and verbally with all levels of the organization and maintain a 90% or greater score with random audits of cases Qualifications - 4+ years experience in an enterprise product support environment - Advanced understanding of email security fundamentals (MX records, differences between spam/graymail/phishing/business email compromise attacks, SPF/DKIM/DMARC, message header analysis, Mail Transfer Agents) - Advanced experience in the triage, investigation, and mitigation of product detection issues (ie. False Negatives/False Positives) - Previous experience working on and/or supporting Information Technology and Security Operations Center (SOC) teams - Understanding of security fundamentals (e.g. threats, vulnerabilities, risk management) - Experience with enterprise cloud productivity technologies and products (e.g. Microsoft 365, Google Workspace, APIs) - Experience with enterprise security solutions (e.g. Secure Email Gateways, SIEM, SOAR, Firewalls) - Demonstrated understanding of bug escalation processes from initial triage to investigation, troubleshooting, and resolution - Analytical and organizational skills in collaborating, coordinating and escalating issues within a team of product support professionals - Strong written and verbal communication skills with internal and external stakeholders (e.g. email, phone, and video calls) - Experience with case management systems and CRMs (e.g. Salesforce, Zendesk) - Strong orientation toward driving customer success and satisfaction #LI-PP1 Actual compensation will be determined based on several non-discriminatory factors including skills, experience, qualifications, and geographic location. In addition to base salary, this role may be eligible for bonus or incentive compensation, equity, and a comprehensive benefits package. Base salary range: $31.25—$44.96 USD Abnormal AI is an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, protected veteran status or other characteristics protected by law. For our EEO policy statement please click here. If you would like more information on your EEO rights under the law, please click here.

Overview The Decision Support Analyst is responsible for the development and maintenance of various cost accounting systems specifically the HBOC Trendstar products. These systems should provide the basis for financial projections for new programs and evaluations of current activities. Other analytical needs may be defined by operating unit personnel. Responsibilities Develop, implement interpret, and maintain work standards and procedures for analyzing operating performance and profitability. Assist the Vice President for Fiscal Services in all areas of HBOC Trendstar decision support products. Coordinate implementation and maintenance of various components of the ARH cost accounting system. Provide assistance and leadership to operating units in the utilization of various decision support products, specifically the HBOC Trendstar decision support such as Hospital Systems Library and Clinical Cost Accounting. Develop and monitor cost standards including the formation and leadership of advisory groups when required. Provide analytical assistance for annual capital and operating budgets, long-range financial plans, and productivity and profitability assessments for all units. Assist in maximizing the performance of information systems to monitor costs/profitability of services by procedure, diagnosis, patient groups and other levels as may be defined to assist all levels of management. Formulate and prepare routine and special reports. Maintain an update to knowledge in the field in evaluating new services. Prepares summary of analytical data as requested for administrators. Perform other related duties as assigned. Qualifications Develop, implement interpret, and maintain work standards and procedures for analyzing operating performance and profitability. Assist the Vice President for Fiscal Services in all areas of HBOC Trendstar decision support products. Coordinate implementation and maintenance of various components of the ARH cost accounting system. Provide assistance and leadership to operating units in the utilization of various decision support products, specifically the HBOC Trendstar decision support such as Hospital Systems Library and Clinical Cost Accounting. Develop and monitor cost standards including the formation and leadership of advisory groups when required. Provide analytical assistance for annual capital and operating budgets, long-range financial plans, and productivity and profitability assessments for all units. Assist in maximizing the performance of information systems to monitor costs/profitability of services by procedure, diagnosis, patient groups and other levels as may be defined to assist all levels of management. Formulate and prepare routine and special reports. Maintain an update to knowledge in the field in evaluating new services. Prepares summary of analytical data as requested for administrators. Perform other related duties as assigned.

Thales people architect identity management and data protection solutions at the heart of digital security. Business and governments rely on us to bring trust to the billons of digital interactions they have with people. Our technologies and services help banks exchange funds, people cross borders, energy become smarter and much more. More than 30,000 organizations already rely on us to verify the identities of people and things, grant access to digital services, analyze vast quantities of information and encrypt data to make the connected world more secure. Thales, leader in Data Security, is looking for a Cloud Support Engineer to join the Global Customer and Product Support Team. This is a key role at Imperva and as a Cloud Support Engineer, for our diverse and industry leading customers, you will be part of the Global Support Team working alongside our exceptional team of professionals in Product Support, Engineering, QA and Sales Security Engineering (SE). Also working with Partners, you will be responsible for incoming Level-2 and 3 support calls from our customers in the US and resolving the technical issues from beginning through completion---total account management. We are looking for people who want to grow in their career, as Imperva develops and grows many of its leaders and management from within. Key Areas of Responsibility: • Handling level 2-3 support cases, working directly with Thales customers, partners and Sales Engineers. • Escalating customer’s technical product issues to the Thales Engineering department and working with them to achieve a resolution. • Analyzing Support case trends and customer requirements while working with the Product Teams to help enhance the product. • Assessing the customer’s technical environment and requirements while managing expectations and following through on solutions or consulting on deployments. • Mentor Level 1 Engineers; consult on their cases and assist with escalation issues. • Be proactive with all the latest technologies concerning Imperva’s products and the underlying technologies and disseminate this knowledge to the other engineers. • Contribute to the Imperva knowledge base, writing guides, technical how-to articles, etc. • This role will need to be able to cover the Sunday to Thursday shift specifically. Minimum Qualifications: • Minimum 3 years of high-level Technical Support experience with an additional 2 years of experience working with Security or Network related products. • Excellent Customer Support skills coupled with a BSCS Degree or equivalent experience. • Solid experience working with Internet Security and Networking Technologies such as TCP/IP, HTTP, Load balancers, Proxies and Firewalls and experience with Relational Databases ( MsSQL, Oracle, MySQL, DB2). • Prior experience with Linux and other Unix operating systems. • Highly motivated with the ability to work independently and in a team environment. • Well-organized with the ability to multi-task and prioritize with minimal supervision. • Excellent problem solving skills with a strong sense of customer commitment. • Excellent communication (written and verbal) and interpersonal skills. • Ability to understand and communicate concepts quickly, succinctly and accurately. • Demonstrated aptitude for mastering new software applications. Preferred Qualifications: • Experience with a cloud based solution, preferably in the Application security sector • Experience with implementing and support of AWS and/or an Azure environment • Strong English communications skills - written and verbal • Knowledge of a scripting language such as Perl, Python, Shell • Experience in Software Development or QA or Network/Security/Database products Why Join Us? Say HI and learn more about working at Thales click here At Thales we provide CAREERS and not only jobs. With Thales employing 80,000 employees in 68 countries our mobility policy enables thousands of employees each year to develop their careers at home and abroad, in their existing areas of expertise or by branching out into new fields. Together we believe that embracing flexibility is a smarter way of working. Great journeys start here, apply now! #LI-Remote #LI-VL1 At Thales we provide CAREERS and not only jobs. With Thales employing 80,000 employees in 68 countries our mobility policy enables thousands of employees each year to develop their careers at home and abroad, in their existing areas of expertise or by branching out into new fields. Together we believe that embracing flexibility is a smarter way of working. Great journeys start here, apply now!