L2 NOC Engineer - MSP

We're looking for an L2 NOC Engineer. You'll monitor, maintain, and support customer infrastructure and cloud environments across multiple accounts. You will triage alerts, resolve incidents, run patching and backups, and implement approved changes. This is a hands-on technical role for someone who wants to get to the root cause of a problem, not just close the ticket.

Responsibilities:

• Monitoring and Event Management: Monitor customer environments through RMM tools (e. g., N-central), assess alerts by business impact, and raise incidents when they are needed.
• Incident Resolution: Investigate and fix incidents using logs, monitoring data, and performance metrics. Escalate to senior or specialist engineers on time when service restoration is at risk.
• Problem Analysis: Spot recurring alerts and failures, gather the evidence, and support root cause analysis.
• Patch Management: Deploy and validate patches across client environments, and fix failures and exceptions.
• Backup and Recovery: Make sure backups complete and data is recoverable. Investigate and resolve failed jobs.
• Change and Configuration: Implement approved changes under ITIL change control, and keep configuration records (CIs) accurate.
• Alert Tuning: Help tune monitoring thresholds and automated remediation to reduce alert noise.
• Documentation: Keep clear records of investigations, actions taken, and knowledge articles.

Requirements:

• 3 to 6 years of hands-on experience in IT infrastructure operations, NOC, or managed services. Pure L1 service-desk backgrounds will not be a fit.
• Strong Windows Server administration: Active Directory, DNS, DHCP, Group Policy, and file services.
• Experience supporting Microsoft Azure: virtual machines, networking, storage, backup, and hybrid identity.
• Experience administering Microsoft 365: Exchange Online, SharePoint Online, Teams, and Entra ID.
• Hands-on experience with backup tools such as Veeam or Azure Backup, including fixing failed jobs.
• Experience with RMM or monitoring platforms such as N-central, NinjaOne, ConnectWise, Datto, or similar.
• Working knowledge of ITIL processes: incident, problem, change, and configuration management.
• Willingness to work rotational 24x7 shifts, including night shifts.
• Clear written and spoken English for customer updates and ticket notes.

Good to Have:

• Prior experience at an MSP supporting multiple customers under SLA.
• Microsoft Intune, Defender for Endpoint or Defender XDR, and Azure Virtual Desktop.
• PowerShell scripting and task automation.
• Awareness of security frameworks such as Essential 8 or CIS benchmarks.
• Certifications: AZ-104, AZ-900, MS-900, CompTIA Server+/Network+/Security+, or ITIL v4 Foundation.