Tier 1 Network Support Technician — Evening Shift

Tier 1 Network Support Technician — Evening Shift

Location: Remote (US) or on-site in Gainesville, FL or Dallas, TX
Type: Full-Time
Shift: 6:00 PM – 3:00 AM Eastern (5:00 PM – 2:00 AM Central, 4:00 PM – 1:00 AM Pacific)
Reports to: Support Manager

Important: To be considered for this position, you MUST email both your resume and a cover letter to [email protected].

About West Networks

West Networks is the largest Peplink integrator in the world. We build and support mission-critical connectivity for healthcare, broadcast, construction, maritime, retail, and manufacturing. Our customers include names you already know, and when their network goes down, their business stops. That is the standard we work to.

We provide support 24 hours a day for customers in the US and abroad. This position covers the evening and overnight shift, which lines up with business hours for our Australian customers and after-hours support for our US customers.

The Shift

Your shift runs from 6:00 PM to 3:00 AM Eastern. That lines up with 8:00 AM to 5:00 PM in Australia, so the first half of your shift focuses on live customer support for our Australian accounts. The second half covers US overnight support, including tickets, network monitoring, scheduled maintenance, and customer escalations.

The schedule is consistent and does not rotate. If you prefer working evenings and nights, this could be a good fit.

What You’ll Do

• Provide Tier 1 support for Peplink routers, SD-WAN, and SpeedFusion deployments.
• Support Netgear and other network hardware in mixed customer environments.
• Respond to phone, email, and ticket requests from Australian customers during their business day.
• Monitor network dashboards, investigate alerts, escalate issues, and resolve problems remotely when possible.
• Work through the US overnight ticket queue and provide clear handoffs to the morning shift.
• Perform remote configuration changes, firmware updates, and scheduled maintenance.
• Document troubleshooting steps and resolutions so the next technician has the information they need.

What We’re Looking For

You do not need Peplink experience or a background as a network engineer. We train Tier 1 technicians from the ground up. Reliability, a willingness to learn, and good communication skills matter most.

Required Qualifications

• Comfortable working a consistent evening and overnight schedule long-term.
• Clear written and spoken English, with the patience to work with frustrated customers.
• Basic computer skills and a willingness to learn networking from the ground up.
• Reliable internet connection and a quiet, dedicated workspace if working remotely.
• Able to work independently with limited supervision during overnight hours.
• Ability to pass a background check.

Nice to Have (Not Required)

• Help desk, call center, or technical support experience.
• Basic IP networking knowledge, including IP addressing, DNS, DHCP, and VPNs.
• Experience with Peplink, SD-WAN, cellular, or satellite connectivity.
• CompTIA Network+, A+, or similar certification.

What We Provide

• Paid Peplink and networking training from the team that runs Peplink’s official training program.
• Company laptop and equipment.
• Remote work option or an office workspace in Gainesville, FL, or Dallas, TX.
• A clear path from Tier 1 into Tier 2 support, NOC, or engineering.

How to Apply — Important

To be considered for this position, you MUST email both your resume and a cover letter to [email protected].

Only applicants who email both required documents directly to this address will be considered.

• Email: [email protected]
• Subject line: Tier 1 Network Support, Evening Shift
• Required attachments: Resume and cover letter

In your cover letter, tell us briefly why the evening and overnight schedule works for you, what experience or skills you would bring to the role, and why you are interested in learning network support.

Please make sure both documents are attached before sending your email. Applications submitted through other methods or without both required documents will not be considered.

Pay: From $55,000.00 per year

Benefits:

• Health insurance
• Paid time off
• Vision insurance

Work Location: Remote