NOC Engineer - IT Infra & 365 Troubleshooting

SOFTGIC; Chihuahua; A distancia; MXN 180.000 - 300.000; Jornada completa

Descripción de la vacante

SOFTGIC in Mexico is seeking a hands-on NOC Engineer to monitor, diagnose, and resolve incidents across client IT environments. You will support IT infrastructure, manage alerts, and provide service-oriented customer support by phone, email, and ticketing systems.

The ideal candidate has 2+ years in IT/ NOC, experience with Microsoft 365, servers, networking, virtualization, and backup/DR solutions, plus strong communication and documentation skills. Industry certifications are valued.

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 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.
• 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

Microsoft 365

Networking

Virtualization

Backup and DR

SonicWall

Ticketing systems

Customer service

Communication

Educación

Bachelor’s Degree

Herramientas

SonicWall Appliances

Cisco

VMware

Descripción del empleo

SOFTGIC in Mexico is seeking a hands-on NOC Engineer to monitor, diagnose, and resolve incidents across client IT environments. You will support IT infrastructure, manage alerts, and provide service-oriented customer support by phone, email, and ticketing systems.

The ideal candidate has 2+ years in IT/ NOC, experience with Microsoft 365, servers, networking, virtualization, and backup/DR solutions, plus strong communication and documentation skills. Industry certifications are valued.