About Tie National
Since 2003, Tie National has been a trusted nationwide provider of technology solutions and managed IT services for multi-site enterprise networks, franchises, healthcare, and retail brands. We deliver 24/7 support across all 50 states and U.S. territories , seamlessly connecting and securing businesses nationwide. Guided by our core values of Honesty, Transparency, and Passion , we treat our clients like family and empower excellence through continuous technology innovation.
Position Summary
We are seeking an adaptable, sharp, and self-motivated Help Desk Engineer to join our remote support team. This hybrid role merges the front-line service responsibilities of a Help Desk Representative with the advanced troubleshooting and technical leadership of a Help Desk Engineer.
In this role, you will be expected to support and troubleshoot all technology solutions that Tie National offers. Exceptional troubleshooting skills and dynamic, critical thinking are absolute must-haves.
Responsibilities
Combining standard Help Desk Rep functions with advanced Engineering tasks, your key responsibilities will include:
- End-User & System Support: Provide 24/7/365 remote technical support and ticket resolution for clients nationwide.
- Advanced Troubleshooting: Apply dynamic thinking to diagnose and resolve complex technical escalations from the lower-tier Help Desk.
- Onsite Technician Management: Assist and manage local field technicians during nationwide technology installations, dispatching, site rollouts, and hardware servicing.
- Remote Programming & Deployment: Perform remote setup, configuration, and programming for computers, routers, switches, firewalls, business surveillance systems, and VoIP phone systems.
- Cross-Industry Solutions Coverage: Handle technology support across all core Tie National service domains:
- Data Networking: Cabling structure, rack/stack, wireless networks, cellular backup internet, and POTS replacement.
- Business Phone Systems & Telecom: VoIP/POTS solutions, phone system management, and carrier escalations.
- Surveillance & Security: IP cameras (e.g., Eagle Eye Networks cloud surveillance) and security analysis.
- Audio/Visual & Systems: Sound masking, background audio, video boards, and digital signage.
- Computer Systems & Disaster Recovery: Desktop/OS troubleshooting, backup internet, and business continuity planning.
- On-Call Availability: Participate in an on-call rotation to provide after-hours and weekend emergency support for our clients.
Work Environment & Hardware
- 100% Remote: Work anywhere in the United States.
- BYOD (Bring Your Own Device): This is a Bring Your Own Device role. You will be required to provide your own computer setup meeting company security standards, high-speed internet connection, and a quiet home office environment.
Requirements & Qualifications
- Experience: Proven experience in a Help Desk, System Administration, or IT Support Engineering role.
- Troubleshooting Skills: Exceptional troubleshooting ability is a must. You must excel at breaking down complex, unfamiliar tech issues and resolving them under pressure.
- Dynamic Thinking: Strong problem-solving skills with a proactive, resourceful mindset. You can adapt quickly in a multi-faceted IT environment.
- Broad Technical Knowledge: Hands-on experience with networking equipment, routers, firewall configurations, desktop operating systems, surveillance/CCTV platforms, and VoIP systems.
- On-Call Commitment: Willingness and flexibility to work scheduled after-hours and weekend on-call shifts.
- Communication: Excellent verbal and written communication skills with strong customer-service principles.
Compensation & Full-Time Benefits
- Pay Rate: $23.00 – $25.00 per hour (commensurate with experience)
- Schedule Options: Full-Time and Part-Time positions available
Full-Time Employee Benefits Include:
- Unlimited PTO (Paid Time Off)
- Comprehensive Healthcare Plan
- Dental Insurance
- Vision Insurance
- Life Insurance Coverage
How to Apply
Ready to take your IT career to the next level with a dynamic nationwide team? Apply today with your updated resume detailing your hands-on technical and troubleshooting experience!
Pay: $22.00 - $25.00 per hour
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Flexible spending account
- Health insurance
- Health savings account
- Life insurance
- Paid time off
- Parental leave
- Retirement plan
- Vision insurance
Ability to Commute:
Work Location: Remote
