NOC Engineer

Full-time

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.