NOC Tier 3

The Tier 3 IT Support & NOC Agent serves as the highest level of technical escalation within a client environment. This role is responsible for resolving complex, high-impact issues while also providing advanced monitoring oversight, incident response leadership, and infrastructure improvement across client environments.

This position combines deep technical expertise with proactive operational responsibility, ensuring system stability, performance, and reliability. The Tier 3 Engineer plays a key role in root cause analysis, automation, monitoring strategy, and technical leadership while supporting both reactive escalations and proactive service delivery.

Key Responsibilities

Network Monitoring & Performance

Monitor infrastructure using SolarWinds, PRTG, Nagios, Zabbix, and other proprietary monitoring systems like Cosmos

Analyze performance trends, bandwidth, latency, packet loss, and KPIs

Maintain monitoring thresholds, alert policies, and SLA metrics

Incident & Problem Management

Respond to alerts and outages within SLA timeframes

Perform triage, diagnosis, and manage incident lifecycle

Conduct root cause analysis and document lessons learned

Track trends and recommend preventive measures

Escalation Management

Serve as primary escalation point for Tier 1 and Tier 2 support agent teams.

Escalate complex issues to Tier 4 engineers and specialized teams

Coordinate vendor support and facilitate bridge calls during major incidents

Manage communication between technical teams, management, and stakeholders

Network Operations & Maintenance

Execute firmware updates, patches, and configuration changes

Configure routers, switches, firewalls, load balancers, wireless controllers

Implement VLANs, access control policies, and VPN connections

Perform change management and maintenance window activities

Troubleshooting & Support

Resolve issues across LAN, WAN, MPLS, SD-WAN, wireless networks

Troubleshoot routing/switching (BGP, OSPF, EIGRP, STP)

Analyze traffic using Wireshark, tcpdump, or other

Address DNS, DHCP, firewall, NAT, and VoIP issues

Work on SSID requests, conference issues and other special requests

Systems & MSP Support

Solve complex Windows/macOS issues and lead Root Cause Analysis for recurring problems.

Architect and manage Hybrid Active Directory, Azure/Entra ID, and the full Microsoft 365 suite.

Help build advanced scripts (PowerShell) and RMM workflows to automate manual tasks and monitoring.

Oversee EDR security deployments and lead disaster recovery operations.

Security Operations & Compliance

Monitor security event logs and SIEM alerts for potential threats or breaches

Implement and maintain network security policies and access control lists (ACLs)

Respond to security incidents and coordinate with security operations team

Perform security vulnerability assessments on network devices

Ensure compliance with organizational security standards and regulatory requirements

Maintain audit logs and documentation for compliance reporting

Participate in security incident response procedures

Field Technician Coordination & Dispatch

Work with field technicians and coordinate tech dispatches for:

PMS (Property Management System) troubleshooting and connectivity issues

WiFi site surveys, coverage analysis, and wireless optimization

3rd party vendor troubleshooting including video, VoIP, Conference Room Technology

Coordinate on-site troubleshooting activities and vendor escalations

Documentation & Collaboration

Maintain network documentation, topology diagrams, SOPs

Create post-incident and RCA reports

Participate in capacity planning and continuous improvement initiatives

Work closely with Engineering, logistics, equipment and third party vendors as new equipment and technologies are integrated with the production network

Requirements

Education

Bachelor's degree in Computer Science, Information Technology, or related field, or equivalent work experience.

2+ years of network operations or NOC experience

Incident management and escalation handling

Experience coordinating with field technicians and dispatch operations

TCP/IP, routing protocols, VLANs, QoS

Cisco, Ruckus, Aruba/HP, Meraki routers, switches and wireless controllers

Firewalls (Cisco ASA, Fortinet, Watchguard)

Monitoring tools (SolarWinds, PRTG, Nagios, Zabbix, and other proprietary monitoring systems like Cosmos)

Wireshark, tcpdump, packet analysis

VPN, SD-WAN, load balancers, wired (ethernet and fiber) and wireless networking

Property Management Systems (PMS) and hospitality technology (preferred)

Strong communication and problem-solving abilities

Calm under pressure during critical incidents

Team collaboration and mentoring skills

Time management and prioritization

Preferred: CCNA, CCNP, Ruckus Certified, Aruba Certified, Meraki Certified or other networking related certifications (CompTIA Network+, CWNA, Fortinet NSE)

Can work on site and on a shifting schedule.