NOC Engineer Job at SSR Total IT, Brookfield, WI

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  • SSR Total IT
  • Brookfield, WI

Job Description

Job Type

Full-time

We are seeking a skilled and experienced NOC Engineer to join our growing team at a leading Managed Services Provider (MSP) supporting small to mid-sized businesses across Wisconsin. This role is pivotal to maintaining uptime, resolving complex infrastructure issues, and ensuring seamless service delivery. The ideal candidate brings a proactive mindset, excellent problem-solving skills, and experience operating in structured IT environments (ITIL, SLA-based support). 

Key Responsibilities:

Monitoring & Incident Management

  • Proactively monitor client environments to ensure uptime, performance, and stability.
  • Troubleshoot network, server, and system issues—resolving incidents or escalating based on severity and scope.
  • Maintain ownership of alerts and incidents from intake through resolution, updating internal ticketing systems (ConnectWise) with detailed documentation.
  • Escalate unresolved incidents to Engineers or vendors while maintaining communication with stakeholders.

Operations & Maintenance

  • Support scheduled and emergency maintenance windows including network changes, patching, and cloud infrastructure updates.
  • Lead or assist in implementing endpoint security, system imaging, backup monitoring, and patch management policies.
  • Follow and contribute to ITIL-aligned SOPs, ensuring high-quality repeatable service delivery.

Service Desk & Escalation

  • Act as a Tier 2/3 escalation point for Technical Services Team and collaborate across teams to ensure efficient issue resolution.
  • Provide exceptional customer service, including overflow support for the service desk during high call volume periods.

Problem Solving & Root Cause Analysis

  • Perform trend analysis and identify recurring issues or system gaps.
  • Recommend and implement long-term corrective actions and process improvements to reduce incident volume.

Project & Change Management

  • Participate in infrastructure upgrades, migrations, and deployments under project timelines.
  • Ensure project tasks are completed on time, on budget, and in alignment with customer requirements.

Requirements

Required Experience & Skills

  • 5+ years of experience in a NOC, Systems Administrator, or Network Support role—preferably in an MSP environment.
  • Strong understanding of IT infrastructure including:
    • Routing & Switching (Cisco, Meraki)
    • Windows Server, Active Directory, Exchange, DNS/DHCP
    • Virtualization (VMware, Hyper-V)
    • Remote Access (RDS, Citrix)
    • Endpoint security and backup systems
  • Proficiency in RMM and PSA tools (e.g., ConnectWise).
  • Familiarity with Microsoft 365, Azure, or other cloud service platforms.
  • ITIL Foundation certification or demonstrated experience in ITIL-aligned environments.
  • Scripting or automation experience (PowerShell, Python).

Nice-to-Have

  • Network or cloud certifications (CCNA, CompTIA Network+, Azure Fundamentals, etc.)

Soft Skills

  • Strong written and verbal communication skills—able to communicate technical issues clearly to non-technical users.
  • Detail-oriented, self-motivated, and adaptable with excellent time management skills.
  • Team player who thrives under pressure and in a fast-paced support environment.

Job Tags

Full time, Remote work, Night shift,

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