NOC Support Resource L2 (US)

HTC Global Services; Troy (MI); On-site; USD 90,000 - 130,000; Full time

Job summary

HTC Global Services is seeking a Senior L2 NOC Infrastructure Engineer to own complex incidents in a 24x7 NOC. The role emphasizes advanced troubleshooting, monitoring, and SOP maintenance, with guidance to junior engineers and opportunities to improve automation and monitoring.

Healthcare infrastructure exposure, HL7 interfaces, and collaboration with clients are integral. You will coordinate with cross-functional teams and participate in Major Incident Management when needed.

Responsibilities

• Troubleshoot across network, server, and application environments.
• Own complex, high-priority incidents escalated from L1/L2.
• Review incident tickets and ensure technical quality and SLAs.

Job description

Job Title: Senior L2 NOC Infrastructure Engineer

Position Overview

Take ownership of complex infrastructure incidents in a 24x7 Network Operations Center (NOC) environment, where advanced troubleshooting, infrastructure monitoring, and technical guidance are essential to operational reliability. This role is suited to an experienced infrastructure professional who can independently resolve escalated issues, support junior engineers, improve technical procedures, and identify opportunities for monitoring improvements and automation.

The position also involves healthcare infrastructure exposure, including monitoring HL7 interfaces, and coordination with clients when required.

What You'll Do / Key Responsibilities

• Perform basic to advanced troubleshooting across network, server, and application environments.
• Take ownership of complex and high-priority incidents escalated from L1.
• Conduct detailed technical analysis to identify root causes and resolution paths.
• Support infrastructure areas including storage, backup, databases, and servers.
• Lead technical troubleshooting bridges when required.
• Act as the team's technical lead in the absence of the L2 Shift Lead.
• Provide technical guidance to L1 engineers and support L1/L2 teams with complex troubleshooting.
• Create, review, and maintain technical SOPs and troubleshooting procedures.
• Identify gaps in existing SOPs and develop procedures based on recurring incidents.
• Conduct technical training, knowledge-sharing sessions, and coaching for L1/L2 team members.
• Support onboarding and technical readiness of new team members.
• Review incident tickets and troubleshooting activities for technical quality.
• Identify recurring incidents and recommend Problem Management activities or permanent corrective actions.
• Participate in Major Incident Management activities when technical expertise is required.
• Work with SolarWinds, Device42, and other technical teams to investigate monitoring and infrastructure issues.
• Identify opportunities for monitoring improvements, automation, and operational optimization.
• Support testing and implementation of technical improvements.
• Maintain accurate technical documentation and knowledge articles.
• Ensure incidents progress within defined SLAs and operational standards.
• Participate in shift handovers and provide technical updat

What Makes HTC A Great Place To Build Your Future

HTC Global Services wants you to join our team. Come build new things with us and advance your career. At HTC Global, you’ll collaborate with experts, work alongside clients, and be part of high-performing teams driving success together. You’ll have long-term opportunities to grow your career and develop skills in the latest emerging technologies.

At HTC Global Services, our employees have access to a comprehensive benefits package. Benefits can include Group Health (Medical, Dental, and Vision), Paid Time Off, Paid Holidays, 401(k) matching, Group Life and Disability insurance, Professional Development opportunities, Wellness programs, and a variety of other perks.

Our success as a company is built on inclusion and diversity. HTC Global Services is committed to providing a workplace free from discrimination and harassment, where every employee is treated with dignity and respect. We celebrate differences and believe that diverse cultures, perspectives, and skills drive innovation and success. HTC is an Equal Opportunity Employer and a proud National Minority Supplier. We seek to empower each individual, fostering an environment where everyone feels valued, included, and respected.

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