NOC Engineer – Tier 3 IT Support & MSP Experience

About the role

The Tier 3 IT Support & NOC Agent serves as the highest level of technical escalation within a client environment. This role resolves complex, high‑impact issues while providing advanced monitoring, incident response leadership, and infrastructure improvement across client networks.

Key responsibilities

• Monitor infrastructure using tools such as SolarWinds, PRTG, Nagios, Zabbix and proprietary systems, maintaining thresholds and SLA metrics.
• Respond to alerts and outages, perform triage, manage incident lifecycles and conduct root‑cause analysis.
• Serve as primary escalation point for Tier 1/2 teams, coordinate vendor support and lead bridge calls during major incidents.
• Execute firmware updates, patches, configuration changes, and manage change‑management windows for routers, switches, firewalls and load balancers.
• Troubleshoot LAN, WAN, MPLS, SD‑WAN and wireless networks, including routing protocols (BGP, OSPF, EIGRP, STP) and security components.

Required profile

• Minimum 2 years of network operations or NOC experience with incident management and escalation handling.
• Strong communication and problem‑solving abilities, calm under pressure and capable of mentoring junior staff.

Required skills

• TCP/IP, routing protocols (BGP, OSPF, EIGRP, STP), VLANs, QoS.
• Cisco, Ruckus, Aruba/HP, Meraki routers, switches and wireless controllers.
• Firewalls such as Cisco ASA, Fortinet, Watchguard.
• Monitoring tools: SolarWinds, PRTG, Nagios, Zabbix, Cosmos.
• Packet analysis with Wireshark, tcpdump.
• VPN, SD‑WAN, load balancers, wired (ethernet/fiber) and wireless networking.
• PowerShell scripting, RMM workflow automation.
• Hybrid Active Directory, Azure/Entra ID, Microsoft 365 suite.
• EDR security deployments and disaster recovery operations.