NOC Lead Engineer

OVERVIEW 

The NOC Lead Engineer (Level 3) is a vital role within the Service Delivery division at CTS. The NOC department of CTS is responsible for ensuring the intricate networks and systems that we manage are maintained and supported. Responsible for the delivery of impeccable troubleshooting and general support of our clientele’s technical environment while also providing high-caliber quality work and customer service. The NOC Lead Engineer will report to a Service Delivery Manager/Deputy Director.  

HOURS & LOCATION  

This position is a remote position with hours from 9 am to 5:30 pm EST.

COMPENSATION AND BENEFITS  

This is a level five role with a range of $94,000 - $114,000. This role comes with our standard benefits. Two weeks of paid vacation, one week of sick leave, and 10 holidays and two floating holidays. We also provide health insurance and other ancillary benefits.

RESPONSIBILITIES 

• Administrating and performing the work for monthly, quarterly, bi-annual, and yearly maintenance plans for clientele. 
• Highlight potential improvements to monitoring systems and identify future issues
• Work with the Service Delivery Managers on long term issues
• Working to automate recurring requests using, but not limited to, Ninja RMM, ConnectWise Manage, PRTG and PowerShell.  
• Configure monitoring of client infrastructure using PRTG, Ninja RMM, and ConnectWise Manage 
• Remediate alerts from monitoring tools that are generated from: firewalls, switches, access points, physical and virtual workstations and servers, phone systems and storage devices. 
• Respond to and resolve service incidents in accordance with existing procedures and service level agreements 
• Track time, communications and work output via our ConnectWise Manage PSA. 
• Liaise with internal teams, vendors and client contacts.  
• Monitor and remediate all CTS provided client backup solutions: Acronis On-Prem, Acronis Cloud, CloudAlly, Backupify, and AFI
• Installation, configuration and troubleshooting of workstation, server and cloud applications. 
• Create and maintain information and documentation in ConnectWise Manage and ITGlue 
• Assist with our service center (helpdesk) escalation requests as needed 
• Address all phone calls and VIP emails outside of regular business hours 

DESIRED SKILLS AND QUALIFICATIONS 

• +6 year of experience in a customer facing, technical services environment, with a strong commitment to customer service
• Experience with previous MSPs is strongly preferred 
• Experience with networking protocols: TCP/IP, BGP, OSPF, VPN, IPSEC, VoIP, and QoS
• Experience in WAN/LAN networking including routing, switching, security, load balancing 
• Experience in WLAN technologies including, but not limited to, Meraki, UniFi, Cisco 
• Experience with Microsoft Windows Server, Windows Desktop and Apple Ecosystem 
• Experience in Network Attached Storage (NAS) 
• Experience with Grand Stream or other Asterisk based PBX systems
• Experience with Gsuite and Office365 
• Knowledge of scripting/programming language is a major plus, including, but not limited to, PowerShell, BASH, and/or VBScript. 
• Knowledge of SonicWALL and Cisco ASA firewalls preferred  
• Experience with MSP related tools a plus: ConnectWise, Ninja RMM, PRTG, and ITGlue 
• Self-motivated, with excellent time management skills and ability to handle and adapt to changing priorities and special projects in a high growth environment. 
• Analytical, critical thinking, problem solving and decision-making skills. Ability to clearly articulate business and technical problems in terms of data and symptoms, causes and effects, and potential remedies.  
• Strong written and oral communication skills are a strict requirement. 

REQUIRED EQUIPMENT 

As this is a remote position, you are required to have access to a reliable and stable internet connection.