NOC Engineer

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 or NOC role.
• Strong Managed Services Provider (MSP) background required
• Strong networking fundamentals: TCP/IP, DNS, DHCP, and related protocols.
• Familiarity with tools such as Fortinet, Cisco Meraki, and SolarWinds
• Familiarity with network protocols and technologies such as BGP, OSPF, SD-WAN, IPsec VPNs, and WAN troubleshooting
• Experience supporting network infrastructure vs PC/Cloud support
• Experience with remote access and network troubleshooting tools.
• Strong communication and customer service skills (phone-based troubleshooting).
• Ability to work in a fast-paced environment and manage multiple tasks simultaneously.

Preferred skills and qualifications

• Networking certifications such as Cisco CCNA, Fortinet NSE, CompTIA Network+, or similar
• Experience with SolarWinds or other network monitoring tools
• Experience supporting ISP cutovers and branch turn-up projects
• Exposure to Palo Alto, Zabbix, or similar networking platforms/tools
• Experience creating technical documentation and installation guides
• Previous experience in Tier 2 or Tier 3 support environments