NOC Engineer/MSP Experience

Role Overview

This is a senior technical role that sits at the top of the support escalation chain and inside the network operations center. You will step in when Tier 1 and Tier 2 teams have exhausted their playbooks, resolving the most complex incidents while also watching over client infrastructure through advanced monitoring systems. Beyond break-fix, you will work to prevent future failures—analyzing root causes, tightening alert thresholds, automating repetitive tasks, and guiding the teams who handle first-line support.

Key Responsibilities

• Oversee continuous infrastructure monitoring through platforms such as SolarWinds, PRTG, Nagios, Zabbix, and company-specific tools; tune thresholds, review performance KPIs, and adjust alert policies to eliminate noise and catch issues before they become outages.
• Lead the full incident lifecycle for high-severity alerts and outages—triage, diagnosis, escalation to Tier 4 or vendor specialists, and coordination of bridge calls with internal teams, management, and external stakeholders.
• Perform complex network configuration and maintenance across routers, switches, firewalls, load balancers, and wireless controllers; implement VLANs, VPN tunnels, and access control policies during scheduled change windows.
• Diagnose advanced connectivity and performance problems across LAN, WAN, MPLS, and SD-WAN, including routing protocol issues (BGP, OSPF, EIGRP, STP), packet-level analysis with Wireshark or tcpdump, and failures involving DNS, DHCP, NAT, or VoIP.
• Act as the technical authority for recurring infrastructure and endpoint issues, performing root cause analysis and designing permanent fixes rather than temporary workarounds; document findings and share knowledge with lower-tier teams.
• Manage and optimize hybrid Microsoft environments—including Active Directory, Azure/Entra ID, and Microsoft 365—while creating PowerShell scripts and RMM automation to reduce manual effort and standardize response.
• Partner with security operations to review SIEM alerts and event logs, enforce access control lists and security policies, support vulnerability assessments, participate in incident response, and keep audit documentation current.
• Coordinate with field technicians on onsite work, especially property management system connectivity issues and client-side hardware dispatch, ensuring remote and onsite teams are aligned on resolution steps.

Requirements & Qualifications

• Demonstrated experience in a Tier 2 or Tier 3 support role with a managed service provider or comparable enterprise NOC environment, working both escalated tickets and proactive monitoring projects.
• Deep technical knowledge of network infrastructure—switching and routing fundamentals, wireless technologies, firewall rules, load balancing, VPNs, and monitoring concepts—with a clear ability to interpret packet captures and network metrics.
• Hands-on proficiency with monitoring and ticketing tools like SolarWinds, PRTG, Nagios, or Zabbix, and comfort learning proprietary dashboards quickly.
• Strong command of Microsoft ecosystems: Windows Server, hybrid Active Directory, Azure/Entra ID, Exchange Online, Teams, and endpoint management; scripting ability in PowerShell is expected.
• Familiarity with ITIL-style incident, problem, and change management processes, including creating post-incident reviews and maintaining accurate documentation.
• Exposure to security technologies such as SIEM platforms, EDR tools, access control lists, and security incident response workflows.
• Excellent communication skills for leading outage calls, explaining technical details to non-technical stakeholders, and documenting procedures clearly for lower-tier support agents.
• A relevant education background in IT, computer science, or networking—or equivalent certifications such as CompTIA Network+, CCNA, Azure Administrator, or Microsoft 365 Administrator—is strongly preferred.