LEVEL 2 NOC ENGINEER @ TechKnock IT Tech Support

We are looking for an experienced Level 2 NOC Engineer with strong Managed Service Provider (MSP) experience to monitor, troubleshoot, and support multiple client IT environments for a US-based Managed IT Services Provider.

The ideal candidate will have hands-on experience with network and system monitoring, incident management, escalation handling, and remote troubleshooting. You will work as part of a 24/7 NOC team responsible for maintaining the availability, performance, and security of client infrastructure.

Roles And Responsibilities:

• Monitor multiple client environments using NOC/RMM and network monitoring tools.
• Investigate and resolve Level 2 network, server, system, and connectivity issues.
• Troubleshoot Windows Server, Microsoft 365, Active Directory, DNS, DHCP, VPN, and related technologies.
• Diagnose network issues involving TCP/IP, VLANs, routing, switching, firewalls, and Wi-Fi.
• Respond to alerts, incidents, and service requests within defined SLAs.
• Perform remote troubleshooting and remediation across multiple client environments.
• Escalate complex or critical issues to Level 3 engineers, vendors, or other technical teams when required.
• Analyze system and application logs to identify root causes and recurring problems.
• Manage and document incidents, changes, and troubleshooting activities in the PSA/ticketing system.
• Perform routine maintenance, patching, health checks, and infrastructure monitoring.
• Support network devices including switches, routers, firewalls, and wireless infrastructure.
• Assist with backup monitoring, disaster recovery checks, and infrastructure health assessments.
• Participate in scheduled maintenance windows and after-hours support when required.
• Maintain accurate technical documentation, knowledge-base articles, and client records.
• Follow ITIL-based processes, security best practices, and internal NOC procedures.
• Identify recurring issues and recommend proactive solutions to improve client environments.

Skills And Qualifications:

• Minimum education Bachelor's in a related field.
• Minimum 3 years of experience in an NOC, MSP, or IT infrastructure support environment.
• Proven experience supporting multiple clients and IT environments in an MSP setting.
• Strong Level 2 troubleshooting and problem-solving skills across networks, servers, endpoints, and cloud services.
• Strong knowledge of Windows Server, Active Directory, DNS, DHCP, Group Policy, and Microsoft 365.
• Solid understanding of networking concepts including TCP/IP, VLANs, routing, switching, NAT, VPN, DNS/DHCP, and firewalls.
• Hands-on experience with RMM, monitoring, PSA/ticketing, and remote-support tools.
• Experience troubleshooting and supporting Cisco, Fortinet, Sophos, Meraki, SonicWall, Ubiquiti, or similar technologies is preferred.
• Working knowledge of VMware or Hyper-V virtualization environments.
• Familiarity with Azure, AWS, or other cloud platforms is an advantage.
• Experience with backup and disaster recovery solutions such as Veeam, Datto, or similar platforms.
• Knowledge of endpoint security and EDR solutions.
• Ability to analyze system, network, and application logs to identify root causes.
• Ability to prioritize incidents based on business impact and SLA requirements.
• Strong understanding of incident, problem, and change management processes.
• Excellent written and verbal communication skills.
• Strong documentation skills and attention to detail.
• Ability to work independently and collaborate effectively with Level 1, Level 3, and other technical teams.
• Ability to work in a fast-paced, SLA-driven MSP environment.
• Experience supporting US-based clients is preferred.
• Willingness to work US business hours, night shifts, rotating shifts, or on-call schedules as required.
• Relevant certifications such as CompTIA Network+, Security+, CCNA, Microsoft certifications, or equivalent experience are preferred.
• PowerShell or scripting/automation experience is a plus.