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Job Title: NOC Engineer
About the Client: Our client is a managed service provider (MSP) that delivers IT infrastructure management, network monitoring, and technical support to multiple business clients. They help maintain network and server performance, troubleshoot technical issues, and ensure reliable IT operations across client environments.
Overview:
The NOC Engineer is the first line of response for the alerts that keep client environments healthy and secure. This role responds to and triages backup alerts, security alerts, and monitoring alerts, including devices and services that go offline, and drives each one to resolution or a clean, well-documented escalation, especially in the case of ISP outages and working with 3rd party ISP vendors.
The ideal candidate is a self-starter with strong critical thinking, disciplined time management, and excellent communication skills. They know when to act, when to escalate, and how to keep clients and teammates informed.
Responsibilities:
Alert Response and Triage
Backup alerts. Monitor, respond to, and triage backup alerts, including failed, missed, and warning backup jobs.
Monitoring alerts. Respond to monitoring alerts such as offline servers, workstations, and services. Verify scope and impact, perform initial troubleshooting, and restore service or escalate.
Security alerts. Monitor and triage security alerts from endpoint and managed detection and response tools and determine whether an alert is a false positive or requires remediation.
Incident Handling
Follow documented SOPs for alert triage, documenting steps taken, and escalating as needed.
Perform basic data and system restores in accordance with documented procedures and client requirements.
Contact clients, ISPs, vendors, and internal resources as needed to understand scope and impact.
Escalate issues to the appropriate team member with clear context, evidence, and steps already taken.
Ticketing, Documentation, and Communication
Create, manage, and update tickets generated from alerts or assigned tasks, keeping notes clear, complete, and timely.
Keep clients and teammates informed with concise, professional status updates, including impact, actions underway, and next steps.
Use and update IT Glue documentation, and flag missing or outdated SOPs and runbooks.
Systems and Tools
The NOC Engineer should be familiar with, or able to quickly become proficient in, the following:
Microsoft Windows: Full familiarity with Windows Operating Systems and technologies.
Microsoft 365: Familiar with Entra AD, Office 365, Email and Exchange Online.
Restores. Able to perform basic restores and verify they completed successfully.
Technical Knowledge
Education and Experience
At least 2 years of recent helpdesk, NOC, or systems support experience in the small or mid-sized MSP vertical, is preferred.
Emotional and Interpersonal Demands
The NOC Engineer must be emotionally mature and able to handle difficult and complex client and work-related situations, with strong problem-solving, conflict-resolution, and interpersonal skills, and a positive attitude.
Physical Demands
While performing the duties of this job, the employee is regularly required to communicate with and present information to others and to access information using a computer for several hours at a time.
Measurables
Incident and event time to response
Average age of tickets
Average time to resolution
Schedule: Night Shift
Setup: Remote
Why Join STAFFVIRTUAL ?
Competitive compensation and benefits package
HMO Day 1 + FREE dependent coverage
Allowances
Attendance bonus
Paid time offs
Company-provided work setup (laptop, monitor, accessories)
Training, career growth, and global exposure
A collaborative and supportive team culture
If you're a motivated, client-focused professional who's ready to grow with a company that values people and performance, we'd love to hear from you. Apply now and join our dynamic team at STAFFVIRTUAL !
