ROLE SUMMARY

ABOUT THE COMPANY

Linear 1 Technologies is a Managed Service Provider based in central Ohio that serves clients across the region in VoIP telecommunications, fiber internet, IT network infrastructure, and cybersecurity. Linear 1 owns and operates its own telecom and fiber infrastructure; the team handles everything from the network coming in all the way to the keyboard. The company has been operating for nearly 10 years and serves small and mid-market clients across professional services, medical, and manufacturing. The team is lean and collaborative, runs on EOS, and is focused on steady growth with a stable, tight-knit crew that supports one another.

ABOUT THE ROLE

Linear 1 is growing and needs a Tier 1 IT Help Desk Technician to provide frontline technical support to its clients. This person will be one of the first points of contact when a client needs help, answering support calls, troubleshooting common IT issues, and making sure every request is properly documented and followed through.

The role involves daily support across Microsoft 365, Windows workstations, VoIP phone systems, and basic network connectivity. This person will work alongside experienced technicians and engineers, resolving issues independently when possible and escalating more complex problems with clear documentation. As their skills develop, they will also have opportunities to support larger IT projects and take on more technical responsibilities.


This position is perfect for someone who:

✅ Enjoys solving technical problems and helping people who may not be tech-savvy
✅ Communicates patiently and professionally, especially over the phone
✅ Takes ownership of support tickets and follows through until issues are resolved
✅ Knows how to prioritize urgent issues without losing track of other requests
✅ Researches unfamiliar problems and makes an effort to resolve them before escalating
✅ Enjoys learning new technologies and working with a collaborative technical team

ROLE RESPONSIBILITIES

Frontline Technical Support

Fast troubleshooting, clear communication, and timely follow-up help clients get back to work with minimal disruption.

• Answer inbound support calls and respond to client requests by phone and email

• Troubleshoot common hardware, software, and network connectivity issues

• Resolve Tier 1 requests such as password resets, account lockouts, and workstation configuration problems

• Guide clients through troubleshooting steps clearly, regardless of their technical experience

• Prioritize service interruptions and work toward restoring service quickly, including temporary solutions when appropriate

• Escalate more complex issues to senior technicians with clear notes on the troubleshooting already performed

Microsoft 365 and Windows Support

Reliable user access and properly configured workstations help clients stay productive and avoid unnecessary downtime.

• Create and manage Microsoft 365 user accounts, licenses, and basic tenant settings

• Troubleshoot common Microsoft 365 user issues, including email access, authentication, and application problems

• Configure and troubleshoot Windows 10 and 11 workstations

• Assist with basic administrative tasks and scripting when needed

• Support common user access and configuration requests while following established security procedures
  
  

VoIP and Network Troubleshooting

Working phones and stable connections keep clients' daily operations running, and good information gathering helps the team resolve complex issues faster.

• Handle basic VoIP requests, including extension changes, voicemail resets, and call forwarding

• Troubleshoot common phone connectivity and configuration issues

• Diagnose basic network connectivity problems involving routers, switches, and firewalls

• Gather relevant troubleshooting information and escalate issues that require advanced network or telecom expertise

• Coordinate with vendors or third-party providers when necessary

Ticket Management and Client Communication

Accurate ticket documentation and consistent updates help the team resolve issues efficiently, track work for billing, and keep clients informed.

• Monitor and manage incoming support requests through HubSpot

• Create and update tickets with accurate descriptions, troubleshooting steps, and resolutions

• Document work performed to support billing, reporting, and service quality

• Keep clients informed about ticket progress, next steps, and expected resolution times

• Follow up on open tickets and maintain ownership until they are resolved or appropriately handed off

• Maintain an organized and professional approach when handling multiple requests

Security, Projects, and Team Collaboration

Catching security concerns early helps protect clients, while project work and team collaboration help the technician grow into more advanced responsibilities.

• Identify and triage basic cybersecurity concerns, including suspicious emails, authentication issues, and potential account compromises

• Escalate security events according to established procedures

• Assist with small IT projects and support senior technicians during larger deployments

• Research unfamiliar technologies and apply new knowledge to daily support work

• Identify recurring technical problems and communicate opportunities for improvement

• Participate in a shared after-hours on-call rotation as required*

• Communicate areas where additional training or technical development would be helpful

On-Call and After-Hours Coverage*

• Handle certain work after hours when it would otherwise disrupt client operations

• Participate in an after-hours on-call rotation shared by all technology team members once up to speed

• Respond to urgent client issues within Linear 1's established response times
  
  *Note: Employees will join the on-call rotation once they have demonstrated the capability and readiness to handle on-call responsibilities independently. On-call coverage will generally occur every three weeks, as needed.
  
  Although the responsibilities outlined above will form the core focus of your role, please note that your hiring manager may assign additional relevant tasks as needed to align with the evolving objectives of your position and the overall goals of our business.

ROLE QUALIFICATIONS

REQUIRED QUALIFICATIONS

• 2 or more years of hands-on IT help desk or service desk experience, including answering support calls and managing a ticket queue

• Working knowledge of Microsoft 365 administration at the tenant level, including user provisioning, license management, and basic configuration

• Experience configuring, administering, and troubleshooting Windows 10 and 11 workstations, including basic scripting

• Basic networking knowledge, including routers, switches, firewalls, and common connectivity issues

• Basic familiarity with hosted VoIP systems such as 3CX, RingCentral, 8x8, or similar platforms, or demonstrated ability to learn them quickly

• Strong customer service and interpersonal skills, with patience and professionalism

• Strong troubleshooting skills and the ability to research unfamiliar technical problems

• Good documentation habits and experience managing multiple support requests

• Willingness to participate in a shared after-hours on-call rotation

• Must have own webcam, microphone, and computer (relevant software and subscriptions provided)

• Excellent English verbal and written language proficiency (C1-C2 in CEFR Scale)

• Access to a quiet work area at home with reliable internet (100 Mbps or more)

PREFERRED ("NICE-TO-HAVE") QUALIFICATIONS

• Previous experience working for a Managed Service Provider (MSP)

• Familiarity with networking technologies such as Ubiquiti, Arista, Meraki, or MikroTik

• Understanding of DNS services and troubleshooting

• Basic cybersecurity knowledge, including phishing, MFA, and compromised accounts

• Certifications such as CompTIA A+, Network+, or Microsoft certifications

• Experience with HubSpot or other IT ticketing platforms

ROLE SPECIFICATIONS

• Base Salary: Q13,000 base salary.

• Role type: Full-time.

• Location: Guatemala (Remote - Work from home).

• Schedule: Monday to Friday 9:00 - 6:00 PM ET (Subject to Daylight Saving changes)

RECRUITING PROCESS

• Application / Screening: When you apply for this position, we will ask you a short questionnaire to get to know you a little bit better and ask you for some additional inputs to see if you qualify for the position. In addition, we will ask you to complete a short psychometric evaluation and a short English proficiency assessment. The idea is to explore if this is a good fit before moving forward.

• Skills Assessment: You will be asked to complete a few exercises and/or projects designed to recreate the work tasks that you will be responsible for if you are given the role. This helps us gauge your skill level as well as give you a better idea of the required work.

• Skills Assessment Interview: This is a 60 min - 90 min conversation where we further test your skills, learn about your previous working experiences, and evaluate culture fit to the role and company.

• Hiring Manager Final Interview: This is a 30 min - 60 min conversation with the position’s Hiring Manager (and potentially a few company team members) to get to know you better and to set the expectations and vision for the role.

CONTACT US

If you have any questions or run into any complications while submitting your application, please reach out to:

recruitment@trymeteor.com

+502 5539 4822