About this role
ConnectWise/ConnectOn is hiring a NOC Engineer to provide technical support to customers and troubleshoot workstation endpoints, servers, mobile devices, cloud services, and supported networking technologies. The role focuses on monitoring, analyzing, troubleshooting, client communication, documentation, and reporting, including escalation when needed.
Key Responsibilities
- Interact with customers via phone/email/ticketing system and provide technical consulting and troubleshooting
- Troubleshoot server, PC, laptop, mobile device, cloud solutions, and on-premises networking devices
- Perform root cause analysis and eliminate recurring IT issues
- Diagnose and resolve requests and system-generated alerts, escalating when needed
- Document customer interactions, troubleshooting steps, and results; maintain service level agreement metrics
Technical Overview
This position operates like a network operations and IT support function, handling monitoring and alert response, performing network diagnostic testing, and driving root cause analysis across customer IT infrastructure. It includes support and administration for Microsoft Windows Server and Office 365, plus managed security and services such as anti-virus, anti-spam, email archiving, and managed backups.
Ideal Candidate
The ideal candidate is an IT support/NOC-focused professional who can monitor customer environments, troubleshoot incidents, and respond to system-generated alerts with strong root cause analysis. They have hands-on experience supporting Windows Server, Office 365, networking, and a mix of workstation and mobile devices, with the ability to document outcomes clearly in a ticketing system.
Must-Have Skills
Technical support for workstation endpointsTechnical support for serversTechnical support for mobile devicesTechnical support for cloud servicesTroubleshootingMonitoring and analyzingProviding responsediagnosisand resolution to client requests and system-generated alertsRoot cause analysisDocumenting customer interactions using ticketing software and business automationRunning network diagnostic toolsEscalation of service requests
Tools & Platforms
Ticketing systemOffice 365anti-virusanti-spamemail archivingmanaged backupsMonitoring tools (ConnectOn provided tools)Business automation and ticketing softwareManagement reports
Required Skills
Technical supportworkstation endpoint supportserver troubleshootingPC troubleshootinglaptop troubleshootingmobile device troubleshootingcloud services supportnetworking troubleshootingmonitoringanalyzingtroubleshootingreportingnetwork diagnostic toolsroot cause analysissystem-generated alerts responsesystem configurationticketing systemcustomer communicationmanagement reportshardware system analysissoftware system analysisbest practices analysisadministrationcomputer system modificationescalation of service requestsTier 1 supportbusiness automationsystem documentationtime entry for service level agreementsMicrosoft Windows Server supportOffice 365 supportanti-virusanti-spamemail archivingmanaged backupson-premises networking devices support
Hard Skills
Technical supportWorkstation endpoint supportServer troubleshootingPC troubleshootingLaptop troubleshootingMobile device troubleshootingCloud services supportNetworking troubleshootingMonitoringAnalyzingTroubleshootingReportingNetwork diagnostic toolsRoot cause analysisIncident/alert responseSystem configurationTicketing systemCustomer communicationManagement reportsHardware system analysisSoftware system analysisBest practices analysisAdministrationComputer system analysis and modificationEscalation of service requestsTier 1 supportBusiness automationSystem documentationTime entry for service level agreementsMicrosoft Windows Server supportOffice 365 supportExc (Microsoft core business applications; truncated in posting)anti-virusanti-spamemail archivingmanaged backupsmanaged tools supportcloud solutions supporton-premises networking devices support
Soft Skills
Customer communicationTechnical consultingClear and concise documentationTeamworkCollaborationProblem-solvingDiligenceAnalytical thinkingAbility to escalate appropriatelyResearch and investigationTime managementProfessional writing skills
Keywords for Your Resume
Field Systems NOC EngineerNOC EngineerNOC TechnicianTechnical supporttroubleshootingmonitoringanalyzingreportingnetwork diagnostic toolsroot cause analysisserverPClaptopmobile devicecloud servicesnetworkingticketing systemsystem-generated alertsOffice 365Windows Serveranti-virusanti-spamemail archivingmanaged backups
Deal Breakers
Must be able to provide NOC/IT support including monitoring, troubleshooting, and alert response, Must be able to document customer interactions in a ticketing system, Must support Office 365 and Windows Server
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