Job Description

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• Use and update IT Glue documentation, and flag missing or outdated SOPs and runbooks.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.
• NinjaOne RMM: Device monitoring, offline-device alerts, remote access and remediation, backup/monitoring alert triage.
• ConnectWise Manage: Ticket creation, management, updates, escalation, and time entry.
• IT Glue: Client documentation, SOPs, runbooks, credentials and configuration references.
• CrowdStrike: Endpoint detection and response alert review, triage, and containment actions per SOP.
• PRTG Network Monitoring Software: Network monitoring, ISP outage remediation.
• Datto BCDR: Backup viability and test restores.

Qualifications:

Required Skills and Abilities

• Working knowledge of Windows Server and desktop operating systems, Microsoft 365, and basic networking concepts.
• Critical thinking. Able to analyze unfamiliar problems, separate facts from assumptions, and choose a sound course of action.
• Self-starter. Takes initiative, works with minimal supervision, and follows through without being prompted.
• Time management. Manages a continuous flow of alerts and tickets, prioritizing by impact and urgency and meeting response targets.
• Communication. Writes and speaks clearly with both technical and non-technical audiences, including clients under stress.
• SOP adherence. Follows documented procedures accurately.
• 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!