SUMMARY The Rapid Resolution Specialist L1/NOC is responsible for providing quality services and solutions to clients while maintaining a high level of client satisfaction. This hybrid role combines first-level helpdesk support with proactive NOC monitoring responsibilities answering client calls and service requests, triaging and resolving incidents, and monitoring infrastructure alerts generated through clients RMM platform and network monitoring tools. This role provides Tier 1 technical support, determines problem severity, escalates appropriately, and ensures client systems are proactively monitored and maintained. This role operates across extended hours including evenings, weekends, and holidays to support clients 24x7 service delivery commitments. JOB RESPONSIBILITIES Monitor the ConnectWise board and respond to alerts generated through client's RMM tool by providing technical troubleshooting and remediation. Answer client calls, emails, system alerts, and all correspondence ...