NOC Engineer, Remote

Connection Services has a fantastic opportunity for a NOC Engineer, working remotely. Excellent opportunity to work for a top VAR offering excellent benefits including but not limited to; 3 weeks paid PTO, tuition reimbursement, 401k excellent benefits, etc.; opportunity for growth. REMOTE

The Senior NOC Engineer works with limited direct supervision and guidance of the NOC shift manager. This position requires the ability to be a key stakeholder in incident response, troubleshooting, network planning and procedures development. The Senior NOC Engineer is responsible for system network and design expertise, for conducting high level systems analysis, planning, and coordinating installations and deployments. Responsibilities also include ensuring backup and recovery systems are operational, and for identifying problem areas including but not limited to network, infrastructure, and servers. The Senior NOC Engineer identifies ways to enhance and improve existing systems, determine cost benefits, and recommend solutions. As a senior team member, the Senior NOC Engineer mentors lower skilled NOC Agents.

Requirements:

Maintains and expands customer relationships through:

• Understanding of how to deliver quality service while adhering to service level agreements (SLAs) in a fast-paced environment.
• Understanding the importance of regular follow up and status updates to customer and management for outages and escalations through issue resolution.
• Developing documentation including user guides, admin guides, knowledge base articles, FAQs, quick reference guides.
• Providing advanced technical recommendations across firewalls, servers, cloud platforms, and networking technologies.
• Demonstrating continuous improvement and identifying opportunities to enhance operational efficiencies.
• Participating in strategy planning discussions with technical, business, and client partners.
• Escalating issues effectively to management, SMEs, manufacturers, software publishers, etc., to ensure timely resolution of customer outages and issues.

Continually assesses, refines, and implements managed services processes and procedures by:

• Monitoring incident request systems and taking ownership of L3+ requests in accordance with SOPs.
• Working effectively in a collaborative and innovative team-oriented environment.
• Providing technical support for all shifts.
• Developing and maintaining standard operating procedures across Lifecycle and Managed Services.
• Documenting troubleshooting steps, resolutions, recommendations, and next steps in systems such as ServiceNow.

Supports customers through:

• Familiarity working within ticketing systems as part of a larger technical team.
• Clearly communicating and executing all firewall, server, cloud, and networking engineering tasks.
• Conducting network audits and delivering actionable findings.
• Providing solutions for unfamiliar technologies, applications, and environments with a strong ability to learn quickly.
• Creating and performing network testing (regression, functionality, and performance).
• Expert understanding of networking principles (IP addressing, subnets, routing, and switching).
• Expert-level OS troubleshooting in Windows environments.
• Strong knowledge of Microsoft client/server environments including Azure AD, Azure compute, Azure networking, and hybrid identity.
• Expert understanding of Active Directory, DNS, DHCP, and Group Policy.
• Strong knowledge of antivirus, backups, and virtualization with VMware vSphere/ESXi, vCenter, and Hyper-V.
• Familiarity with VMware Cloud (VMC), Azure VMware Solution (AVS), and cloud-based DR/backup solutions.
• Expert understanding of desktop and server operating systems (Windows & Linux).
• Fundamental knowledge of Microsoft Endpoint Manager/Intune and cloud-based patching methodologies.

Qualifications:

• Excellent verbal and written communication skills.
• Advanced Microsoft Office skills, including creating presentations, documents with complex formatting, and advanced Excel spreadsheets including macros.
• Advanced computer knowledge and strong data-entry accuracy.
• Strong knowledge of network troubleshooting including IP/TCP connectivity issues, VPN technologies, and remote-user support.
• Strong understanding of Azure cloud infrastructure, Azure networking, Azure VMs, Azure Backup, Azure Monitor, and Azure security fundamentals.
• Expert-level knowledge of antivirus, backups, and VMware/Hyper-V virtualization, including vSphere, vCenter, vSAN concepts, and migrations.
• Ability to troubleshoot and resolve email issues, specifically MS Outlook and cloud-based Exchange/Office 365.
• Support commonly used software, hardware, web applications, and back-office equipment including printers and network appliances.
• Familiarity with ITIL/SLA principles.
• Expert knowledge of multiple ticketing systems, including ServiceNow, AutoTask, and Zoho.
• Expert knowledge of networking principles (IP addressing, subnets, routing, switching).
• Expert-level knowledge of OS troubleshooting in Windows environments.
• Advanced knowledge of desktop and server operating systems, including Linux.
• Expert knowledge of major firewall platforms such as FortiGate, SonicWall, Sophos, and Meraki.
• Strong experience with monitoring tools including ManageEngine, Nagios, and SolarWinds.
• Experience with cloud-integrated architectures, hybrid-cloud operations, VMware Cloud on AWS, Azure VMware Solution (AVS), and cloud disaster recovery platforms is highly preferred.