Network Operations Center Engineer

The NOC Engineer is a member of the Operations Team and serves as the backbone of TAG Solutions' proactive service delivery. The NOC Engineer is responsible for configuring, maintaining, and continuously improving the remote monitoring and management (RMM) platform that keeps customer environments monitored, patched, and protected around the clock. In addition, the NOC Engineer is the primary technical resource during the onboarding of new Managed Services clients, responsible for bringing each new environment under full monitoring, backup, and patch management coverage.

RMM Platform Management

• Implement, monitor, and maintain all aspects of the RMM platform
• Continuously improve and automate system maintenance activities following initial setup
• Remain current on RMM product capabilities and apply new features to improve efficiency and responsiveness

Client Onboarding

• Serve as the primary technical resource during the onboarding of new Managed Services clients
• Deploy the RMM agent and bring all client technical assets under full monitoring coverage
• Configure backup monitoring and verify all client backup activities are protected and alerting correctly
• Establish patch management and alerting policies aligned to documented maintenance windows
• Capture and document the new client environment to support ongoing service delivery
• Complete all technical onboarding tasks effectively and within allotted timeframes

Monitoring and Alerting

• Ensure all client technical assets are monitored and alerts are routed to the correct resources
• Ensure all client backup activities are monitored and alerts are routed to the correct resources
• Ensure patching and alerting reports are configured and routed to the correct resources
• Update or configure monitoring and alerting policies appropriately at the request of the TAG Solutions Leadership Team or the client

Automation and Noise Reduction

• Implement creative solutions to reduce service requests, such as scripting and automation
• Develop self-healing routines that maximize customer uptime and eliminate recurring issues at the root cause

General

• Help create and maintain technical documentation of customer networks and systems
• Establish daily priorities and respond to customer requests
• Interact effectively with customers, peers, and leadership
• Provide proper documentation of all activities with customers and on systems for billing and reference purposes
• Present TAG Solutions in a professional manner
• Maintain the confidentiality, integrity, and availability of all TAG Solutions and customer information assets

Contribution to "Customer Obsession"

• Ensure all customer environments are being proactively monitored for service affecting outages, disruptions, or vulnerabilities 24x7
• Ensure all patch exceptions or failures in customer environments are being resolved immediately
• Work cooperatively with the other delivery areas to eliminate reactive service issues by resolving issues at the root cause
• Continuously improve monitoring systems through automation and self-healing routines that will maximize customer uptime

Desired Outcomes

• Maintain current patch and AV status for all customers according to documented maintenance windows
• Reduce reactive noise through the implementation of automations
• Remain current on RMM products and capabilities to improve efficiency and responsiveness to changing technology and trends
• Complete technical onboarding tasks of new Managed Services clients effectively and within allotted timeframes

Qualifications

• 4+ years Windows System Administration including PowerShell scripting and GPO deployment
• Scripting, development, or workload automation experience, with the ability to build solutions that reduce manual effort and service requests
• Experience configuring and maintaining a modern RMM platform such as NinjaOne, N-central, Kaseya VSA, or similar
• Experience with professional services automation tools or ticketing systems like Autotask, ConnectWise, or similar
• Proficiency with patch management on servers, workstations, and third party products
• Experience with all aspects of IP network design and architecture
• Technical writing and documentation
• A do whatever it takes attitude