About this role
This is a remote position.
Are you experienced in IT infrastructure support, troubleshooting, and SonicWall ? We are looking for a NOC Engineer with strong analytical skills, a customer-focused mindset, and hands-on experience resolving technical issues across client IT environments.
In this role, you will monitor, diagnose, and resolve issues involving servers, networks, Microsoft 365, virtualization, backups, security solutions, and cloud/on-premises environments , while providing direct customer support and assisting Tier 1 engineers.
? Responsibilities
- Provide technical support to customers via phone, email, and ticketing systems.
- Diagnose and resolve issues involving servers, PCs, laptops, mobile devices, networks, cloud solutions, and on-premises environments .
- Administer and support SonicWall physical and virtual appliances .
- Perform root cause analysis and troubleshoot recurring IT issues.
- Administer and support Microsoft 365, antivirus, anti-spam, email archiving, and managed backup solutions .
- Support server environments and virtualization solutions .
- Respond to system-generated alerts and service requests.
- Provide technical support and escalation assistance to Tier 1 engineers.
- Document incidents, troubleshooting steps, resolutions, and customer interactions in the ticketing system.
- Escalate complex issues appropriately and contribute to meeting SLA and service performance metrics .
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Requirements
- 2+ years of IT experience , preferably in NOC, IT infrastructure, or technical support environments.
- Hands-on experience with SonicWall physical and/or virtual appliances .
- Experience with Microsoft Online Services / Microsoft 365 .
- Strong knowledge of IT infrastructure, networking, and troubleshooting .
- Experience supporting server hardware and software .
- Knowledge or experience with virtualization solutions .
- Experience with Backup and Disaster Recovery (BDR) solutions.
- Experience working with ticketing systems and providing direct customer support .
- Strong communication, analytical, and problem-solving skills.
- Ability to manage multiple incidents and priorities independently in a fast-paced environment.
⭐ Nice to Have
Certifications or additional knowledge in SonicWall, Cisco, VMware, Microsoft Server, Microsoft 365, CompTIA A+, or CompTIA Network+ .
If you have strong infrastructure troubleshooting skills and hands-on SonicWall experience , we’d love to hear from you! ?