Network Operations Center Engineer
Contract to hire opportunity for U.S. Citizens / Green Card holders only. Exceptional communication skills and white-glove customer service are required.
About the role
The NOC Engineer is a technical support role responsible for providing advanced engineering assistance across a range of services, acting as a critical liaison between customers, NOC teams, and specialized engineering groups. This role involves managing complex escalations, leading incident recovery efforts, analyzing chronic network issues, and overseeing third-party vendors and internal resources to restore services swiftly.
The engineer will maintain and document customer network environments, ensure proactive communication, and support both customer-facing and internal projects to improve service quality and reliability.
Responsibilities
- Provide advanced engineering assistance for technical support services
- Act as a liaison between customers, NOC teams, and specialized engineering groups
- Manage complex escalations and lead incident recovery efforts
- Analyze chronic network issues and implement solutions
- Oversee third-party vendors and internal resources to restore services
- Maintain and document customer network environments
- Ensure proactive communication with stakeholders
- Support customer-facing and internal projects to improve service quality and reliability
Requirements
- 6+ years of experience in technical or NOC roles
- 5+ years of experience supporting LAN/WAN, routers, switches, wireless access points, and protocols (DNS, SMTP, SNMP)
- Hands-on experience with ticketing systems (e.g., ConnectWise)
- Experience with voice technologies (PBX, VoIP)
- Experience with customer documentation
- Occasional travel and after-hours on-call availability
Qualifications
- Bachelor’s degree or equivalent certifications (e.g., CCNP, Fortinet FCP, ITIL) preferred
- Strong communication, multitasking, and collaboration skills