NOC Engineer - Tier 3

Engineers at RetroFit are responsible for the development and delivery of our Managed Services offerings. Engineers apply the necessary technical breadth to providing top level technical support services and operational leadership, including problem resolution and technical change implementation for Managed Services clients. Engineers at RetroFit are smart, hardworking individuals with top level experience and enjoy working on highly visible, technically challenging projects and service offerings. They are high caliber, well rounded professionals who are passionate about emerging technology, with exceptional customer service and communication skills.

Key Areas of Responsibility

• Provide design, implementation, technical support services and consulting to Managed Services clients to meet their business needs.
• Design, plan, and implement solutions using the latest technology.
• Thorough understanding of client/server applications architecture.
• Configuration, management, and troubleshooting skills for routers, switches, and firewalls.
• Administering LAN/WAN security, anti-virus, and spam control measures.
• Handle all NOC activities such as recurring alerts for failed backups, outages, patching, monitoring, onsite deployments, onsite help desk and repair services, etc.
• Tier 3 servers, cloud, application, and network troubleshooting.
• Provide innovative technical solutions to complex hardware/software problems.
• Understand and deliver Managed Services offerings.
• Understand and follow RetroFit processes and procedures.
• Provide detailed and effective communication to internal and external customers.
• Clearly and concisely articulate problems and solutions for issues to clients both over the phone, via e-mail and in person.
• Conduct throughput analysis, problem solving, and infrastructure capacity planning.
• Ability to follow through with tasks, projects, troubleshooting with little supervision.
• Serve as technical point of contact on customer engagements, and internal projects.
• Complete projects/tasks on a timely basis, according to commitments made to stakeholders and management.
• Handles several tasks simultaneously (i.e., pre-sales, escalations, projects, and emergencies).
• Communicates with the Service Delivery Manager all events that are not anticipated (new product requirements, equipment failure, design changes, schedule changes).
• Responds to all customers professionally and courteously and relays any customer questions or concerns to manager.
• Designs, develops, and documents policies and procedures.
• Understand SLAs in a production environment and proactively strive to meet the commitments.
• Client consultations including assessing and recommending architectural designs/changes to client systems in response to performance issues, growth requirements, etc.
• Review assigned service requests daily, following up and providing status updates to clients; ensure data pertaining to the status of service requests is entered into the problem tracking systems accurately and promptly to provide an up-to-date picture of service delivery status and backlog.
• Tests, evaluates, and develops new products, offerings, and solutions.
• Final escalation point in the NOC for any and all services offered by RetroFit including but not limited to servers, cloud systems, applications, networking, end-user devices, and mobile devices.
• Act as technical lead coaching lower level tier technicians, identify up and coming technologies in the IT and managed services space such as new cloud services, new MSP tools, etc., and be the expert on all RetroFit tools utilized to deliver services to our customers.
• Fully understand our Managed Services offerings, contracts, how they work, and design & implement new contracts/offerings, onboardings, and perform presales consultations assisting account executives in the Managed Services sales pipeline.
• Perform onsite customer services and projects, as required.
• Participation in the on-call rotation as both a rotating regular engineer but also a recurring escalation point is a requirement.

Ideal Qualifications

• 3 years of technical lead experience.
• Hands on experience designing, configuring, implementing, and troubleshooting Windows Server 2008-2025, Microsoft Azure, Microsoft 365, Intune/Autopilot, Windows 7-11, Aruba switching and wireless, FortiGate firewalls, SonicWall firewalls, VMware clusters, HPE storage, and Hyper-V clusters.
• Windows Server 2016 , Microsoft 365, Microsoft Azure, FortiGate NSE4, HPE Server ASE, HPE Storage ASE, Aruba switching, and/or Aruba wireless certifications.
• ITIL Foundation certification.

Minimum Qualifications

• BA/BS degree in a STEM field or equivalent experience.
• Capable of resolving critical issues in a time sensitive manner, cognizant of service levels.
• Experience with Windows Server 2008-2025.
• Experience with Barracuda Spam, Acronis, Sophos, Pillr, Datto RMM, Autotask, or equivalent.
• Experience with Microsoft 365 and Microsoft Azure.
• Experience with Aruba switching, FortiGate/SonicWall firewalls, or equivalent.
• Must have the ability to handle multiple tasks and priorities.
• Must have strong interpersonal communication and team-based skills.
• Must have exceptional oral and written communication skills with a focus on written documentation.
• Critical attention to detail and solid creative problem-solving skills.
• Ability to perform intermediate root cause analysis.
• Ability to consistently follow policies and procedures.
• Excellence verbal and written communication skills, with the ability to effectively interact with all coworkers and stakeholders, in including senior leadership.
• Ability to prioritize work and handle multiple tasks simultaneously in a fast paced, diverse and growth-oriented environment.
• Must know when to ask for assistance. Must be approachable, teachable, a team player with a strong desire to continue learning and expanding their experience in a highly evolving technical environment.
• Active driver’s license with the ability to be added to the RetroFit vehicle insurance policy.
• Ability to travel onsite whenever required for service delivery

Job Type: Full-time

Pay: $95,000.00 - $110,000.00 per year

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Schedule:

• Monday to Friday

Ability to Commute:

• Taunton, MA 02780 (Required)

Work Location: In person

Salary : $95,000 - $110,000