Junior NOC Engineer

Penbrothers; Sheridan (WY); Remote; USD 45,000 - 80,000; Full time

Job summary

An innovative IT consultancy is seeking a Network Support Engineer to join their dynamic team. This role involves monitoring and supporting Managed Service customers, requiring flexibility to work night shifts and weekends. The ideal candidate will have strong experience in 1st/2nd line support, hold a CCNA certification, and possess hands-on skills with networking equipment. You'll collaborate with a talented team to resolve complex issues and implement service improvements, all while contributing to a knowledge base that enhances operational efficiency. If you're ready to take your career to the next level in a fast-paced environment, this opportunity is for you.

Qualifications

• At least 12 months of experience in a 1st/2nd line support role.
• Hands-on experience with network equipment and incident management systems.

Responsibilities

• Monitor and support client’s Managed Service customers.
• Diagnose and resolve network issues within SLAs.
• Create technical documentation and maintain knowledge base.

Skills

1st/2nd line support experience

CCNA certification

Customer-centric mindset

Communication skills

Hands-on experience with switches, routers, firewalls

Education

ITIL Foundations certification

Tools

ServiceNow

Zendesk

Aruba

Cisco

Palo Alto

Meraki

Job description

About Penbrothers

Penbrothers is an HR & remote talent management partner and one of the fastest growing companies in the Philippines. We provide talented Filipinos with global opportunities in high-growth startups and dynamic companies, from the comfort of their own homes.

About the Client

We're an IT Consultancy founded in 2013 to bridge a gap in the market between the major IT services providers and the consultancy market. We provide skilled network, wireless, security, and management resources. We enable the design, architecture, implementation, support, and delivery of complex technical solutions.

Our portfolio and experience include banking, media, insurance, healthcare, and telecommunications clients.

We pride ourselves on our people. Our client talent is carefully selected to ensure they’re highly experienced specialists in their respective disciplines. They understand your business imperatives and platforms.

About the Role

The successful candidate will be monitoring, supporting, and implementing changes for our client’s Managed Service customers. The role is remote, initially covering night shifts Monday to Friday (7:30 PM – 7:30 AM GMT) and 24x7 during weekends and Bank Holidays. Flexibility to work any shift across a 24x7 period is required.

What you’ll do

• Work in our Network Operations Centre as a Network Support Engineer.
• Diagnose and resolve problems and incidents with limited supervision within SLAs.
• Monitor ticket queues, multitask, and prioritize work as needed.
• Troubleshoot system and network issues, identify root causes, and escalate appropriately.
• Implement network changes and service improvements on customer equipment.
• Collaborate with the 3rd Line team to resolve complex issues.
• Administer and maintain customer infrastructure via change control.
• Perform RMAs, software upgrades, and patch management for various vendors.
• Conduct on-site client visits as required.
• Create technical documentation, diagrams, and SOPs while maintaining the knowledge base.
• Administer and maintain the company's lab infrastructure.
• Manage end-user accounts, permissions, access rights, and inventory.
• Support service delivery by generating reports.
• Coordinate with other business areas to support new product or tool deployment.

What you bring

• At least 12 months of experience in a 1st/2nd line support role.
• CCNA certification, working toward CCNP.
• Experience with Aruba, Cisco, Palo Alto, Meraki.
• Understanding of ITIL best practices; ITIL Foundations certification is desirable.
• Customer-centric mindset with strong communication skills, both written and verbal.
• Support and operations background.
• Hands-on experience with switches, routers, firewalls, and Wi-Fi.
• Knowledge of ticketing/incident management systems (e.g., ServiceNow, Zendesk).
• Previous experience in a similar role at an IT Solutions Provider/MSP.
• Ability to work independently and demonstrate initiative.
• Flexibility to work in shifts covering nights, weekends, and 24x7 schedules.