Job Summary
Job Description: MSP NOC Technician Position: NOC Technician Department: Network Operations / Managed Services Reports To: Service Delivery Manager Employment Type: Full-Time Time zone: US CST/CD Location: Karachi
Night Shift Job and we work on Pakistan Public Holidays.
Position Summary
We are looking for an experienced MSP NOC Technician to monitor and maintain client IT environments across servers, workstations, network devices, backups, patching, endpoint security, and cloud services.
This role is responsible for reviewing and responding to alerts, identifying issues before they become client-impacting problems, performing basic troubleshooting, documenting findings, and escalating issues when needed. The ideal candidate must be familiar with common MSP tools, including RMM platforms, ticketing systems, backup monitoring, endpoint security tools, remote access tools, and Microsoft 365 administration.
This is not just a helpdesk role. The main focus is proactive monitoring, alert management, patching, backup verification, server/device uptime, and operational stability.
Role and Responsibilities
- Monitoring & Alert Management
- Monitor client environments using MSP tools, including RMM, PSA/ticketing, backup platforms, endpoint security, and network monitoring systems.
- Review, triage, and respond to alerts for:
- Server down / offline alerts
- Workstation offline alerts
- Disk space issues
- CPU, memory, and performance alerts
- Backup job failures
- Patch failures
- Reboot-required alerts
- Endpoint security alerts
- Antivirus / EDR agent failures
- Firewall, switch, wireless, and VPN alerts
- ISP or site-down alerts
- Microsoft 365 service or security alerts
- Azure Entra
- Create and update tickets with clear notes, issue details, troubleshooting steps, and next actions.
- Escalate critical issues quickly based on client impact and internal escalation procedures.
- MSP Tool Usage
- The candidate must be comfortable using MSP tools such as:
- RMM platforms such as N-able N-central, Datto RMM, ConnectWise Automate, Ninja One, Kaseya, or similar
- PSA/ticketing systems such as Haloes, ConnectWise Manage, Autotask, or similar
- Remote access tools such as Screen Connect, Splash top, TeamViewer, or similar
- Backup tools such as Datto, Veeam, Acronis, Cove, or similar
- Endpoint security tools such as Sentinel One, Huntress, Microsoft Defender, CrowdStrike, or similar
- Microsoft 365 Admin Center, Enter ID, Exchange Admin Center, and Security portals
- Network/firewall tools such as Fortinet, Unifi, SonicWall, Meraki, or similar
Required Skills
Required Skills and Experience
- 5 years of experience in an MSP, NOC, helpdesk, systems support, or technical support role.
- Experience monitoring alerts in an MSP environment.
- Familiarity with RMM and PSA/ticketing systems.
- Basic understanding of Windows Server, Windows workstations, Active Directory, DNS, DHCP, and Group Policy.
- Basic networking knowledge, including TCP/IP, VPN, firewalls, switches, Wi-Fi, and ISP troubleshooting.
- Experience with patch monitoring and basic patch troubleshooting.
- Experience reviewing backup jobs and responding to backup failures.
- Familiarity with endpoint security tools and basic security alert review.
- Ability to document tickets clearly and professionally.
- Ability to prioritize alerts based on urgency, severity, and client impact.
- Ability to follow SOPs and escalate when needed.
- Strong attention to detail and reliability.
- CompTIA A+, Network+, Security+, Microsoft, or vendor certifications are a plus.
Expectations
- The NOC Technician is expected to:
- Monitor alerts consistently and accurately
- Avoid closing alerts without proper investigation
- Document all actions clearly in tickets
- Escalate high-impact issues quickly
- Follow internal SOPs and client-specific documentation
- Identify recurring issues and report them
- Communicate professionally with internal team members
- Help improve alert handling and monitoring processes