Technical Support Representative

Location: Ann Arbor, MI

Come join our passionate team! Barracuda is a leading cybersecurity company providing complete protection against complex threats. Our platform protects email, data, applications, and networks with innovative solutions, and a managed XDR service, to strengthen cyber resilience. Hundreds of thousands of IT professionals and managed service providers worldwide trust us to protect and support them with solutions that are easy to buy, deploy, and use.

We are seeking a motivated and customer-focused Tier 1 Support Technician to provide first-level technical assistance to internal and external users. This is an entry-level role, ideal for early-career professionals or recent graduates who are eager to build a strong foundation in IT support, networking, systems administration, and cybersecurity.

As a Tier 1 Technician, you will be responsible for identifying, troubleshooting, and resolving a broad range of hardware, software, network, and security-related issues. You'll work under direct supervision and collaborate closely with Tier 2 teams, contributing to documentation, incident tracking, and continuous improvement of the support process. This position is perfect for individuals who enjoy problem-solving, continuous learning, and delivering excellent customer service in a fast-paced, team-oriented environment.

• Provide first-level technical support via phone, email, chat, and remote tools.
• Troubleshoot and resolve issues related:
• Operating systems (Windows, macOS, Linux)
• Applications (Microsoft 365, VPN clients, collaboration tools)
• Network connectivity
• Security configurations (firewall, antivirus, backup)
• Monitor system and network health, respond to alerts, and escalate incidents as appropriate.
• Assist with user account management, including provisioning, permissions, and password resets (Active Directory, Azure AD, etc.).
• Document incidents, solutions, troubleshooting steps, and known issues in the internal knowledge base.
• Collaborate with Tier 2 support teams to escalate unresolved or recurring issues.
• Stay up-to-date with current technologies and participate in ongoing technical training and certification programs.
• Follow internal workflows and SLAs (Service Level Agreements) using tools such as ticketing systems, remote access platforms and Slack.
• Familiarity with installation, configuration, and updating the software, operating systems, and hardware on desktops, laptops, and mobile devices is recommended.
• Certifications (preferred, not required):
  • CompTIA A+, Network+, or Security+
  • ITIL Foundation
  • Cisco CCNA or equivalent
  • RHCSA Red Hat certification

• Bachelor’s OR associate degree in Information Technology, Computer Science, or a related field OR equivalent combination of technical certifications and hands‑on experience.
• 0–2 years of relevant experience in a technical support or IT help desk role.
• Exposure to networking, cybersecurity, or cloud environments is a strong plus.
• Certifications (preferred, not required):
  • CompTIA A+, Network+, or Security+
  • ITIL Foundation
  • Cisco CCNA or equivalent
  • RHCSA Red Hat certification

• Basic understanding of network protocols (TCP/IP, DNS, DHCP, HTTP, FTP, SMTP, etc.)
• Familiarity with Windows and Linux operating systems
• Experience with remote support tools (e.g. Zoom, Team Viewer, Anydesk, RDP)
• Understanding of ITSM (IT Service Management) platforms and ticketing systems (e.g., Salesforce, Jira, Zendesk, Freshdesk, etc.)
• Exposure to cloud services like Microsoft 365, Azure, or Google Workspace
• Awareness of basic cybersecurity principles
• Familiarity with proxy tools, URL filtering, and diagnostic utilities (e.g., tcpdump, Fiddler, Wireshark)
• Basic scripting knowledge (Power Shell, Bash, or Python) is a plus

• Strong customer service orientation and clear, professional communication skills
• Logical, analytical mindset with effective problem-solving abilities
• Eagerness to learn and grow in a technical role
• Ability to stay organized, manage time, and prioritize in a high-volume support environment
• Team player with a positive attitude and maintain resilience in…