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1 semana atrás
Overview We are seeking experienced 24/7 NOC Support Engineers to deliver premium managed services for a customer operating a large-scale Microsoft Office 365 and Windows-based environment. The role requires round-the-clock monitoring, incident management, and out-of-hours support to ensure high availability, performance, and security of IT systems. Customer Environment 551 end users on Windows-based devices 1,390 users on tablets and portable devices (Microsoft F3 licenses) 707 network devices Microsoft Office 365 environment Key Responsibilities Provide 24/7 Network Operations Center (NOC) support under a premium service model Monitor infrastructure, network, endpoints, and Office 365 services to ensure optimal uptime and performance Handle incidents, service requests, and alerts as per defined SLAs Provide out-of-hours support from 5:00 PM to 8:00 AM (Monday to Friday) Deliver full 24-hour support on Saturdays and Sundays Perform incident triage, root cause analysis, and escalation to L2/L3 teams as required Maintain detailed documentation, shift handovers, and incident reports Ensure adherence to ITIL processes, security policies, and compliance standards Proactively identify risks, capacity issues, and improvement opportunities Technical Skills & Experience Strong experience in NOC or Managed Services environments Hands-on experience with Microsoft Office 365 administration and monitoring Solid knowledge of Windows OS, endpoint management, and user support Experience monitoring and managing network devices (routers, switches, firewalls) Familiarity with monitoring tools, ticketing systems, and alert management platforms Understanding of Microsoft F3 licensing and mobile device support is a plus Operational Requirements Willingness to work in rotational shifts, including nights and weekends Ability to provide reliable out-of-hours and weekend support coverage Strong communication skills for coordinating with customers and internal teams Preferred Qualifications ITIL Foundation or equivalent certification Microsoft certifications (O365, Azure, Modern Workplace) Prior experience supporting large user environments in a 24/7 NOC setup Engagement Model 24/7 NOC – Premium Support Service Out-of-hours support: 5:00 PM – 8:00 AM (Mon–Fri) Full 24-hour coverage on Saturdays and Sundays
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