NOC Engineer

About the role

Softgic is looking for a NOC Engineer in Medellin with experience in technical support, IT infrastructure and troubleshooting. The role monitors, diagnoses and resolves incidents across client technology environments. The ideal candidate is service-oriented, communicates well and can handle several incidents and priorities in a fast-paced setting.

Key responsibilities

• Monitor, diagnose and resolve incidents related to IT infrastructure and services
• Provide customer support by phone, email and ticketing systems
• Troubleshoot servers, PCs, laptops, mobile devices, cloud solutions and on-premises networking devices
• Respond to and resolve system-generated alerts, and identify root causes to reduce recurring issues
• Support Microsoft 365, antivirus, anti-spam, email archiving, managed backups and related services
• Support internal Tier 1 engineers and escalate incidents to subject matter experts when needed
• Document customer interactions, troubleshooting steps, resolutions and results in the ticketing system
• Contribute to technical procedures and service documentation, and work within service metrics and SLAs

Required profile

• 2+ years of IT, infrastructure, NOC or technical support experience
• Bachelor's degree or one additional year of relevant work experience
• Strong communication and customer service skills, able to work independently with a team-first mindset

Required skills

• Hands-on troubleshooting and incident resolution
• Microsoft Online products and Microsoft 365
• Server hardware and software support
• Networking and network devices, virtualization, backup and disaster recovery (BDR)
• SonicWall physical and virtual appliances
• Ticketing systems and technical documentation
• Preferred: Microsoft, Microsoft Server, Microsoft 365, Cisco, VMware, CompTIA A+, CompTIA Network+ certifications