NOC Engineer

Description

We are seeking a skilled and experienced NOC Engineer to join our growing team at a leading Managed Services Provider (MSP) supporting small to mid-sized businesses across Wisconsin. This role is pivotal to maintaining uptime, resolving complex infrastructure issues, and ensuring seamless service delivery. The ideal candidate brings a proactive mindset, excellent problem-solving skills, and experience operating in structured IT environments (ITIL, SLA-based support). 

Key Responsibilities:

Monitoring & Incident Management

• Proactively monitor client environments to ensure uptime, performance, and stability.
• Troubleshoot network, server, and system issues—resolving incidents or escalating based on severity and scope.
• Maintain ownership of alerts and incidents from intake through resolution, updating internal ticketing systems (ConnectWise) with detailed documentation.
• Escalate unresolved incidents to Engineers or vendors while maintaining communication with stakeholders.

Operations & Maintenance

• Support scheduled and emergency maintenance windows including network changes, patching, and cloud infrastructure updates.
• Lead or assist in implementing endpoint security, system imaging, backup monitoring, and patch management policies.
• Follow and contribute to ITIL-aligned SOPs, ensuring high-quality repeatable service delivery.

Service Desk & Escalation

• Act as a Tier 2/3 escalation point for Technical Services Team and collaborate across teams to ensure efficient issue resolution.
• Provide exceptional customer service, including overflow support for the service desk during high call volume periods.

Problem Solving & Root Cause Analysis

• Perform trend analysis and identify recurring issues or system gaps.
• Recommend and implement long-term corrective actions and process improvements to reduce incident volume.

Project & Change Management

• Participate in infrastructure upgrades, migrations, and deployments under project timelines.
• Ensure project tasks are completed on time, on budget, and in alignment with customer requirements.

Requirements

Required Experience & Skills

• 5 years of experience in a NOC, Systems Administrator, or Network Support role—preferably in an MSP environment.
• Strong understanding of IT infrastructure including:
  • Routing & Switching (Cisco, Meraki)
  • Windows Server, Active Directory, Exchange, DNS/DHCP
  • Virtualization (VMware, Hyper-V)
  • Remote Access (RDS, Citrix)
  • Endpoint security and backup systems
• Proficiency in RMM and PSA tools (e.g., ConnectWise).
• Familiarity with Microsoft 365, Azure, or other cloud service platforms.
• ITIL Foundation certification or demonstrated experience in ITIL-aligned environments.
• Scripting or automation experience (PowerShell, Python).

Nice-to-Have

• Network or cloud certifications (CCNA, CompTIA Network , Azure Fundamentals, etc.)

Soft Skills

• Strong written and verbal communication skills—able to communicate technical issues clearly to non-technical users.
• Detail-oriented, self-motivated, and adaptable with excellent time management skills.
• Team player who thrives under pressure and in a fast-paced support environment.