Tier 1 Technical Support / Network Specialist

Location: Remote
Schedule: Full-Time (160 hours/month)
Flexible scheduling within 7:00 AM – 5:00 PM MST, Monday–Friday
Option for 5x8s or 4x10s

About Predictive InSight

Predictive InSight is a support-first organization focused on delivering secure, high-performance DCA (Data Collection Agent) solutions for the print industry. We intentionally invest in support—not sales—so our clients receive the highest level of service, onboarding, and ongoing system optimization.

We believe strong partnerships are built through responsiveness, expertise, and consistency. This belief has made us the fastest growing DCA company in the United States, growing 140% year after year.

Position Overview

We are seeking a Tier 1 Technical Support / Network Specialist to serve as the first point of contact for client support. This role is critical in maintaining our high service standards—providing fast, accurate troubleshooting and ensuring a seamless client experience.

The ideal candidate is detail-oriented, process-driven, and thrives in a fast-paced support environment.

Key Responsibilities

• Monitor helpdesk and live response to incoming requests within our 5-minute SLA
• Provide support via phone, Microsoft Teams, and email
• Troubleshoot issues related to:
  • Network connectivity
  • Whitelisting
  • Device communication (printers, endpoints, DCA agents)
  • Software performance and configuration
• Diagnose root causes through effective questioning and analysis
• Guide clients through solutions and provide clear, step-by-step instruction
• Document all support interactions and resolutions
• Create training materials and user guides with screenshots
• Assist in onboarding and training new client users
• Escalate complex issues to Tier 2 support as needed
• Track trends and recurring issues to improve documentation and FAQs
• Maintain working knowledge of proprietary systems and tools\

Who You Are

A Team Player
You are proactive, accountable, and eager to learn. You take ownership of your work, communicate openly, and contribute to a positive team environment.

An Effective Communicator
You can clearly explain technical concepts to non-technical users and are confident communicating across multiple platforms.

A Problem Solver
You are organized, detail-oriented, and think critically. You don’t just identify issues—you work toward solutions.

Required Qualifications

• 1+ year of experience in Help Desk or Technical Support role
• Experience working within SLA-driven environments
• Familiarity with ticketing systems (Zoho, Odoo, or similar)
• Strong understanding of:
  • Basic networking (IP, DNS, connectivity troubleshooting)
  • Windows environments
• Ability to diagnose and resolve technical issues efficiently
• Advanced Excel skills (VLOOKUP, Pivot Tables, formulas, etc.)
• Excellent written and verbal communication skills

Preferred Qualifications

• Remote work experience
• Familiarity with SNMP (v1–v3),SHA2, or XMPP
• Exposure to print management or DCA (Data Collection Agent) environments
• Basic understanding or knowledge of HTML, SQL, or Python

Technical Requirements

• Reliable high-speed internet (minimum 50 Mbps upload, 1Gig download speed)
• Ability to work remotely with minimal disruption

Perks & Benefits

• Weekends and holidays off
• Flexible scheduling options (4-day work week option after training period)
• Equipment provided (as needed)
• Opportunity to learn from experienced industry professionals
• Growth potential within a support-focused organization

Why This Role Matters

At Predictive InSight, support isn’t an afterthought—it’s the foundation.

This role builds the foundation for advanced technical expertise, your work will directly impact client success, system performance, and long-term partnerships.