NOC Engineer/MSP Experience

Position Overview

The Tier 3 IT Support & NOC Agent serves as the highest level of technical escalation within a client environment.

This role is responsible for resolving complex, high-impact issues while also providing advanced monitoring oversight, incident response leadership, and infrastructure improvement across client environments.

This position combines deep technical expertise with proactive operational responsibility, ensuring system stability, performance, and reliability. The Tier 3 Engineer plays a key role in root cause analysis, automation, monitoring strategy, and technical leadership while supporting both reactive escalations and proactive service delivery.

Key Responsibilities

Network Monitoring & Performance

Monitor infrastructure using SolarWinds, PRTG, Nagios, Zabbix, and other proprietary monitoring systems like Cosmos

Analyze performance trends, bandwidth, latency, packet loss, and KPIs

Maintain monitoring thresholds, alert policies, and SLA metrics Incident & Problem Management

Respond to alerts and outages within SLA timeframes

Perform triage, diagnosis, and manage incident lifecycle

Conduct root cause analysis and document lessons learned

Track trends and recommend preventive measures Escalation Management

Serve as primary escalation point for Tier 1 and Tier 2 support agent teams.

Escalate complex issues to Tier 4 engineers and specialized teams

Coordinate vendor support and facilitate bridge calls during major incidents

Manage communication between technical teams, management, and stakeholders

Network Operations & Maintenance

Execute firmware updates, patches, and configuration changes

Configure routers, switches, firewalls, load balancers, wireless controllers

Implement VLANs, access control policies, and VPN connections

Perform change management and maintenance window activities

Troubleshooting & Support

Resolve issues across LAN, WAN, MPLS, SD-WAN, wireless networks

Troubleshoot routing/switching (BGP, OSPF, EIGRP, STP)

Analyze traffic using Wireshark, tcpdump, or other

Address DNS, DHCP, firewall, NAT, and VoIP issues

Work on SSID requests, conference issues and other special requests Systems & MSP Support

Solve complex Windows/macOS issues and lead Root Cause Analysis for recurring problems.

Architect and manage Hybrid Active Directory, Azure/Entra ID, and the full Microsoft 365 suite.

Help build advanced scripts (PowerShell) and RMM workflows to automate manual tasks and monitoring.

Oversee EDR security deployments and lead disaster recovery operations.

Security Operations & Compliance

Monitor security event logs and SIEM alerts for potential threats or breaches

Implement and maintain network security policies and access control lists (ACLs)

Respond to security incidents and coordinate with security operations team

Perform security vulnerability assessments on network devices

Ensure compliance with organizational security standards and regulatory requirements

Maintain audit logs and documentation for compliance reporting

Participate in security incident response procedures

Field Technician Coordination & Dispatch Work with field technicians and coordinate tech dispatches for:

PMS (Property Management System) troubleshooting and connectivity issues