Ingeniero NOC

This is a fully remote position, open to applicants in Latin America.

📋 Description

• Oversee, troubleshoot, and resolve issues pertaining to IT infrastructure and services.

• Offer customer support through phone, email, and ticketing platforms.

• Diagnose and resolve problems related to servers, PCs, laptops, mobile devices, cloud solutions, and on-premises networking equipment.

• Address and rectify system-generated alerts.

• Determine root causes and implement solutions to mitigate recurring IT challenges.

• Manage and provide support for Microsoft 365, antivirus, anti-spam, email archiving, managed backups, and associated services.

• Deliver technical assistance to internal Tier 1 Engineers.

• Escalate issues to subject matter experts or higher support tiers as needed.

• Record customer interactions, troubleshooting actions, resolutions, and outcomes in the ticketing system.

• Participate in the development of technical procedures and service documentation.

• Operate in accordance with established service metrics and SLA requirements.

⛳️ Requirements

• A minimum of 2 years of experience in IT, infrastructure, NOC, or technical support.

• Proficient hands-on experience with troubleshooting and incident resolution.

• Familiarity with Microsoft Online Products & Services / Microsoft 365.

• Background in supporting server hardware and software.

• Knowledge and practical experience with networking and related devices.

• Experience with virtualization technologies.

• Knowledge of Backup and Disaster Recovery (BDR) solutions.

• Experience with SonicWall physical and virtual appliances.

• Proficient in working with ticketing systems and technical documentation.

• Capable of managing multiple priorities in a dynamic environment.

• Excellent communication and customer service abilities.

• Ability to work autonomously while fostering a team-centric approach.

• Bachelor’s Degree or one additional year of pertinent work experience.

• Industry certifications are highly regarded: Microsoft / Microsoft Server, Microsoft 365, SonicWall, Cisco, VMware, CompTIA A+, CompTIA Network+.

🏝️ Benefits

• Opportunity to work remotely.

• Full-time position.