Job title: NOC Engineer
Type of employment: Full-time
Shift Schedule: 8 AM - 5 PM MST (Time can be identified once hired)
We're looking for an NOC Engineer to provide Tier 2 NOC support by resolving escalations from Tier 1, coordinating with Field Support Teams (FSTs) and ISPs, performing advanced troubleshooting/equipment swaps, and supporting new install turnups to keep customer networks reliable and performing.
About the Company:
The company is an IT network management provider founded in 2008, evolving from routing engineering and customer support into a holistic solution set focused on flexibility, capability, and agility for enterprise customers.
Objective of this role:
- Provide reliable Tier 2 NOC support to ensure stable client network operations
- Support technicians and field teams during deployments, troubleshooting, and installation activities
- Free up senior engineers for high-value client initiatives by providing dedicated operational support
- Deliver high-quality troubleshooting, escalation handling, and incident resolution
- Contribute to a highly accountable and solution-oriented engineering culture
- Develop the ability to independently manage support activities and technician coordination within the first 6 months
Responsibilities:
Tier 2 Network Support
- Act as the secondary escalation point for Tier 1 technicians and support queues
- Troubleshoot network-related incidents involving routing, switching, VPNs, WAN connectivity, and firewall environments
- Provide remote troubleshooting support via phone and remote access tools
- Support break-fix activities and ensure timely issue resolution
Field Support Team (FST) Coordination
- Collaborate with FSTs (ISPs, clients, CIS technicians) to ensure smooth check-ins and check-outs during support operations.
Break-Fix, Turnups, and Advanced Troubleshooting
- Manage and resolve break-fix issues and oversee turnups of new installations.
- Perform equipment swaps and advanced troubleshooting (remote access + limited configuration updates such as WAN IP changes).
Dispatch, Equipment Requests, and Billing Support
- Submit dispatch requests for on-site support when required.
- Handle equipment replacement requests for non-ISP equipment.
- Identify and submit billing discrepancies for resolution.
Branch Test and Turnup
- Take primary responsibility for turnup projects when assigned.
- When not on turnups, operate as Tier 2 support with the same responsibilities and access as other Tier 2 technicians.
Required skills and qualifications:
- 2+ years of experience in a Technical Support, Network Operations Center (NOC), or Network Support role.
- Strong Managed Services Provider (MSP) background required.
- Proven experience performing Tier 2+ network troubleshooting, including firewalls, VPNs, network/site outages, and connectivity issues.
- 3-5 years of experience supporting Cisco Meraki and Fortinet environments.
- Strong networking fundamentals, including TCP/IP, DNS, DHCP, VLANs, routing, switching, and related protocols.
- Familiarity with network technologies and protocols such as BGP, OSPF, SD-WAN, IPsec VPNs, and WAN troubleshooting.
- Experience managing firewall policies, network appliances, and network security devices.
- Experience supporting network infrastructure rather than PC or cloud-only environments.
- Knowledge of network operations, incident response processes, and SLA-driven triage.
- Experience with change management, production deployments, rollback planning, and firmware/patch management for network and security devices.
- Ability to coordinate effectively with ISPs, vendors, remote users, and field technicians to resolve network issues.
- Experience using remote access and network troubleshooting tools.
- Strong communication and customer service skills, including phone-based troubleshooting and stakeholder communication.
- Ability to work in a fast-paced environment while managing multiple priorities and escalations simultaneously.
Preferred skills and qualifications
- Networking certifications such as Cisco CCNA, Fortinet NSE, CompTIA Network+, or similar.
- Experience with SolarWinds or other network monitoring, visibility, and troubleshooting tools.
- Experience supporting ISP cutovers, branch turn-up projects, and site deployments.
- Exposure to Palo Alto, Zabbix, or similar networking platforms and monitoring solutions.
- Experience creating and maintaining technical documentation, network diagrams, and installation guides using Visio, Draw.io, or similar tools.
- Previous experience in Tier 2 or Tier 3 support environments.
- Experience providing remote support and guidance to on-site field technicians.
