NOC Engineer: IT Infrastructure & Incident Response

Softgic S.; Colombia; A distancia; COP 78.120.000 - 122.760.000; Jornada completa

Descripción de la vacante

Softgic S. is seeking a hands-on NOC Engineer to monitor, diagnose, and resolve incidents across client IT environments.

You will work with IT infrastructure, cloud services, and on-prem networking, balancing rapid remediation with high-quality service. The role emphasizes strong communication, customer focus, and the ability to manage multiple priorities in a fast-paced setting, with opportunities to grow in a supportive technical team.

Formación

• 2+ years of IT, infrastructure, NOC, or technical support experience.
• Strong hands-on experience with troubleshooting and incident resolution.
• Experience with Microsoft Online Products & Services / Microsoft 365.
• Experience supporting server hardware and software.
• Knowledge and experience with networking and network devices.
• Experience with virtualization solutions.
• Experience with Backup and Disaster Recovery (BDR) solutions.
• Experience with SonicWall physical and virtual appliances.
• Experience working with ticketing systems and technical documentation.
• Ability to manage multiple priorities in a fast-paced environment.
• Strong communication and customer service skills.
• Ability to work independently while maintaining a team-first mindset.
• Bachelor’s Degree or one additional year of relevant work experience.

Responsabilidades

• Monitor, diagnose, and resolve incidents related to IT infrastructure and services.
• Provide customer support via phone, email, and ticketing systems.
• Troubleshoot issues involving servers, PCs, laptops, mobile devices, cloud solutions, and on-premises networking devices.
• Respond to and resolve system-generated alerts.
• Identify root causes and implement solutions to reduce recurring IT issues.
• Administer and support Microsoft 365, antivirus, anti-spam, email archiving, managed backups, and related services.
• Provide technical support to internal Tier 1 Engineers.
• Escalate incidents to subject matter experts or higher support levels when necessary.
• Clearly document customer interactions, troubleshooting steps, resolutions, and results in the ticketing system.
• Contribute to the creation and improvement of technical procedures and service documentation.
• Work according to established service metrics and SLA requirements.

Conocimientos

Troubleshooting

Incident resolution

Communication

Customer service

Multitasking

Educación

Bachelor’s Degree

Herramientas

Microsoft 365

SonicWall

VMware

Cisco

Descripción del empleo

Softgic S. is seeking a hands-on NOC Engineer to monitor, diagnose, and resolve incidents across client IT environments.

You will work with IT infrastructure, cloud services, and on-prem networking, balancing rapid remediation with high-quality service. The role emphasizes strong communication, customer focus, and the ability to manage multiple priorities in a fast-paced setting, with opportunities to grow in a supportive technical team.