Winston-Salem, North Carolina | On-Site / Hybrid / Remote | U.S.-Based Only | Full-Time
Position Overview
NOCDOC is seeking an experienced Level 2 NOC Engineer to join our 24×7 Network Operations Center team. This role is responsible for monitoring, troubleshooting, maintaining, and supporting both network and server/infrastructure environments across a diverse portfolio of managed services clients.
The Level 2 NOC Engineer serves as an escalation point for complex incidents — spanning network connectivity, routing, and switching as well as Windows Server, virtualization, storage, and Microsoft 365 environments — performing troubleshooting, remediation, configuration changes, and infrastructure support across a variety of client environments. The ideal candidate has strong networking fundamentals and systems administration experience, enjoys solving complex technical problems, and can take ownership of incidents from initial alert through resolution.
This position requires a customer-focused mindset, strong technical troubleshooting skills, and the ability to collaborate with Level 1 analysts, Level 3 engineers, vendors, and client teams. The successful candidate will work within established processes, maintain accurate documentation, meet SLA commitments, and continuously identify opportunities to improve operational efficiency.
This position may be performed remotely or from our office facilities. Candidates must be comfortable supporting a 24×7 operational environment, including scheduled evening, overnight, weekend, holiday, and on-call rotations as required.
Key Responsibilities
Escalated Support & Ticket Ownership
- Answer incoming phone calls for escalated network, server, and infrastructure issues, providing direct technical support as needed
- Own assigned tickets through to resolution, ensuring accurate documentation, timely updates, and SLA compliance throughout the ticket lifecycle
- Analyze incident impact, determine appropriate priority, and escalate issues to Level 3 engineers when additional expertise is required
Network Troubleshooting & Support
- Monitor, analyze, and remediate network and infrastructure alerts across client environments
- Troubleshoot and resolve network incidents involving LAN/WAN connectivity, routing, switching, firewalls, wireless technologies, and related infrastructure
- Perform Layer 1 and Layer 2 network troubleshooting, including switches, routers, firewalls, circuits, and network devices
- Configure and troubleshoot network technologies including IP addressing, VLANs, gateways, access control, and connectivity services
- Work with telecommunications providers and third-party vendors to resolve circuit, carrier, and customer premise equipment (CPE) issues
Server & Infrastructure Troubleshooting & Support
- Monitor, analyze, and remediate alerts affecting servers, storage, virtualization platforms, backups, operating systems, cloud services, and supporting infrastructure
- Troubleshoot server performance, operating system issues, storage systems, backup solutions, virtualization platforms, and application-related issues
- Administer and support Windows Server, Microsoft 365, Exchange Online, Microsoft Teams, Active Directory, Microsoft Entra ID, and related Microsoft technologies
- Support Hyper-V, VMware, and virtual infrastructure environments
- Perform approved infrastructure maintenance, system upgrades, patch management, and configuration changes
Change Management, Security & Optimization
- Implement approved network and infrastructure configuration changes in accordance with organizational security standards and industry best practices, including applicable CIS Controls
- Apply infrastructure security best practices, including system hardening, secure configuration standards, and vulnerability remediation activities
- Assist with root cause analysis (RCA) for recurring incidents and major service disruptions
- Optimize infrastructure and network monitoring systems to improve alert accuracy and operational visibility
- Assist with infrastructure implementations, migrations, modernization projects, and technology refresh activities
Documentation & Collaboration
- Develop, maintain, and follow Standard Operating Procedures (SOPs), technical documentation, and knowledge base articles
- Maintain accurate documentation within ticketing systems, including incident records, troubleshooting steps, change activities, and remediation actions
- Provide technical guidance and knowledge sharing to Level 1 analysts and supported teams
- Collaborate with internal teams, customers, and vendors to ensure timely and effective resolution of issues
- Identify opportunities to improve infrastructure reliability, network performance, operational efficiency, security posture, and service delivery
Required Qualifications
- 3–5 years of experience in a Network Operations Center (NOC), Managed Service Provider (MSP), network operations, systems administration, or infrastructure support environment
- Strong hands-on experience supporting medium to large-scale network and server/infrastructure environments
- Experience troubleshooting and supporting LAN/WAN environments, TCP/IP networking, VLANs, routing and switching concepts, firewalls, and wireless networking technologies
- Experience administering Microsoft Windows Server environments, including Active Directory, Microsoft 365, Microsoft Entra ID, Exchange Online, and Microsoft Teams
- Experience administering virtualization platforms including VMware vSphere, vCenter, Hyper-V, or equivalent technologies
- Experience supporting enterprise backup and recovery solutions, with working knowledge of storage technologies (SAN/NAS concepts)
- Experience with network and infrastructure monitoring tools and responding to alerts
- Experience using ticket management or IT service management (ITSM) platforms
- Understanding of SNMP and WMI monitoring protocols
- Experience documenting incidents, changes, troubleshooting procedures, and technical resolutions
- Strong understanding of network and infrastructure security principles and secure administration practices
- Strong understanding of incident management processes and SLA requirements
- Ability to prioritize multiple technical issues while maintaining attention to detail
- Strong analytical, troubleshooting, and problem-solving skills
- Excellent verbal and written communication skills
- Ability to work independently while collaborating effectively with technical teams
Preferred Qualifications
- Experience working in a Managed Service Provider (MSP) environment
- Experience supporting multiple client environments with varying technologies
- Experience with firewall platforms such as Fortinet, Palo Alto Networks, Cisco, or similar technologies
- Experience with Cisco networking equipment and wireless networking platforms such as Aruba, Meraki, or similar solutions
- Experience with Microsoft Azure and hybrid cloud environments
- Experience supporting Microsoft Entra ID and cloud identity services, and Microsoft Intune/endpoint management
- Experience performing Microsoft 365 tenant migrations and network/infrastructure upgrade projects
- Experience supporting Remote Desktop Services (RDS)
- Familiarity with SQL Server administration
- Experience with scripting or automation tools such as PowerShell or Python
- Familiarity with ITIL-based incident, problem, and change management processes
- Familiarity with CIS Controls and security hardening best practices
Preferred Certifications (preferred but not required; equivalent combinations of education, certifications, and hands-on technical experience will be considered)
- Cisco Certified Network Associate (CCNA)
- CompTIA Network+
- CompTIA Server+
- CompTIA Security+
- ITIL 4 Foundation
- Cisco Certified Support Technician (CCST) Networking
- Microsoft Certified: Windows Server Hybrid Administrator Associate
- Microsoft Certified: Azure Administrator Associate (AZ-104)
- Microsoft Certified: Azure Fundamentals (AZ-900)
- Microsoft 365 Certified: Administrator Expert
- VMware Certified Professional (VCP)
- Vendor certifications from Cisco, Fortinet, Palo Alto Networks, Aruba, or Meraki
Technical SkillsNetworking
- LAN/WAN troubleshooting
- TCP/IP
- VLAN configuration
- Routing and switching
- IP addressing and subnetting
- Firewalls
- Gateways
- Wireless networking
- Circuit troubleshooting
- Network security
Microsoft Infrastructure
- Windows Server
- Active Directory
- Microsoft Entra ID
- Microsoft 365
- Exchange Online
- Microsoft Teams
- Group Policy
- DNS
- DHCP
Virtualization & Storage
- VMware vSphere
- VMware vCenter
- Hyper-V
- Virtual Machines
- SAN/NAS storage
- Backup and recovery solutions
Monitoring & Operations
- NOC monitoring
- Alert triage and remediation
- SNMP
- WMI
- Event management
- Incident management
- SLA management
- Root cause analysis
- Performance tuning
- Change management
Tools & Platforms
- Ticket management systems
- Network and infrastructure monitoring platforms
- Remote support and management tools
- Vendor support portals
- PowerShell (preferred)
Professional Skills
- Analytical thinking
- Communication
- Problem solving
- Ownership mentality
- Organization
- Attention to detail
- Team collaboration
- Ability to work independently
- Customer-focused mindset
Career Growth Opportunity
This position provides opportunities to advance into Senior/Level 3 NOC Engineer, Systems/Infrastructure Engineer, Cloud Engineer, Network Security Engineer, Automation & Integration Engineer, or Solutions Architect roles, depending on whether networking or systems/infrastructure specialization becomes the stronger interest. Engineers gain hands-on experience across enterprise networking, Microsoft infrastructure, virtualization, security technologies, automation, and cloud connectivity while supporting diverse customer environments.
Schedule & On-Call Requirements
This position supports a 24×7 Network Operations Center. Candidates must be available for:
- Scheduled day, evening, and overnight shifts
- Weekend and holiday coverage
- On-call rotation responsibilities
- Occasional overtime based on operational requirements
Benefits
Benefits include:
- Medical insurance
- Dental insurance
- Vision insurance
- 401(k)
- Life insurance
- Remote and hybrid work opportunities
About NOCDOC
NOCDOC is a U.S.-based technology operations company with more than 35 years of experience delivering Security Operations Center (SOC), Network Operations Center (NOC), Service Desk, Network Engineering, Automation, and Managed Security Services.
Supporting organizations across North America and internationally, NOCDOC delivers responsive, customer-focused technology operations that help businesses improve reliability, security, and operational efficiency.
At NOCDOC, we invest in our people through continuous learning, mentorship, and career development, providing opportunities to grow into advanced engineering, automation, architecture, and technical leadership roles.
Work Location: Hybrid remote in Winston-Salem, NC 27101
