Level 2 NOC Engineer

The Level 2 NOC Engineer provides advanced technical support in a Managed Service Provider environment and serves as a primary escalation point from Service Desk Tier II. This role independently assesses, triages, and resolves complex issues across on-prem and cloud environments, ensuring stability, performance, and high service levels for multiple client environments.

Key Responsibilities

Technical Support & Incident Resolution

• Deliver advanced technical support via phone, email, ticketing systems, and remote access tools.
• Independently troubleshoot and resolve complex issues related to cloud services, Azure infrastructure, Active Directory, networking, operating systems, and applications.
• Act as an escalation resource for Service Desk Tier II, resolving issues requiring deeper technical expertise.
• Perform root cause analysis and implement permanent solutions to recurring incidents.
• Escalate unresolved issues to Tier III with thorough documentation and diagnostics.

Monitoring & NOC Operations

• Monitor systems, networks, and cloud infrastructure using NOC monitoring tools.
• Respond to alerts, outages, and performance degradation in accordance with SLAs.
• Perform proactive remediation to prevent incidents.
• Support scheduled maintenance, patching, backups, and system updates.

Client Communication & Documentation

• Communicate clearly and professionally with clients regarding issue status and resolution.
• Maintain accurate documentation of incidents, root causes, and resolutions.
• Contribute to internal knowledge base articles and standard operating procedures.

Process & Continuous Improvement

• Follow ITIL-based service management processes and MSP best practices.
• Identify trends, recurring issues, and opportunities for automation or improvement.
• Assist with onboarding new clients and supporting junior engineers as needed.

Required Qualifications

Technical Experience (Required)

• 3 5+ years of experience in a Service Desk, NOC, or MSP environment.
• Hands-on experience with Microsoft Azure, including:
• Azure AD (Entra ID)
• Azure Virtual Machines
• Azure networking concepts
• Identity and access management
• Strong Active Directory experience, including:
• User and group management
• Group Policy
• DNS and DHCP
• Troubleshooting authentication and access issues
• Cloud experience supporting hybrid and cloud-first environments.
• Experience supporting:
• Windows Server and Windows desktop operating systems
• Microsoft 365 (Exchange Online, SharePoint, Teams)
• Network fundamentals (TCP/IP, VLANs, VPNs, firewalls)
• Hardware troubleshooting (servers, desktops, peripherals)
• Experience with RMM and ticketing platforms.

Skills & Competencies

• Ability to independently resolve complex technical issues.
• Strong analytical and troubleshooting skills across on-prem and cloud systems.
• Excellent written and verbal communication skills.
• Ability to manage multiple incidents in a fast-paced MSP environment.
• Customer-focused mindset with attention to SLA commitments.

Preferred Qualifications

• Experience supporting hybrid Active Directory / Azure AD environments.
• Virtualization experience (VMware, Hyper-V).
• Exposure to Azure services such as Intune, Conditional Access, and Defender.
• ITIL knowledge or certification.
• Relevant certifications (Azure, Microsoft, CompTIA) preferred.

Working Conditions

• Participation in on-call rotation and after-hours support as required.
• Shift-based or 24x7 NOC support environment, depending on business needs.