Job Title: NOC Engineer I

Department: Service Provider Solutions / MSP

Reports To: Sr. NOC Manager

FLSA Status: Exempt

Location: Nashville, TN (Hybrid Onsite Schedule)

Date: May 3, 2025

Summary

We are seeking a highly motivated and customer-focused NOC Engineer I to provide Tier I/Tier II technical support within a fast-paced service provider environment. This hybrid position, based in Nashville, TN, requires a strong commitment to delivering exceptional customer service and technical expertise. The NOC Engineer I will be responsible for monitoring and supporting network systems, responding to incidents, and maintaining consistent communication with internal teams, clients, and third-party vendors to ensure timely and effective resolution of technical issues.

Key Responsibilities

• Deliver engineering-level technical support via phone, email, and ticketing systems with a strong emphasis on excellent customer service.
• Proactively monitor network infrastructure and respond to system alerts, initiating action to restore services quickly and within defined SLAs.
• Troubleshoot and resolve network issues related to routers, switches, wireless access points, and security appliances.
• Prioritize and manage multiple incidents simultaneously while maintaining detailed and accurate documentation in ticketing systems.
• Escalate complex technical issues to appropriate teams and provide status updates to stakeholders.
• Participate in infrastructure upgrades and ongoing optimization efforts to ensure reliable and secure performance.
• Contribute to knowledge base articles and standard operating procedures for internal and team-wide use.
• Participate in after-hours on-call rotations as required.

Qualifications

• Must have excellent customer service experience with the ability to communicate effectively with both technical and non-technical users.
• Must have hands-on experience with Fortinet FortiGate firewalls.
• 4+ years in a technical support or NOC environment.
• 2+ years of experience with LAN/WAN networks and troubleshooting network hardware such as routers, switches, and wireless devices.
• Strong understanding of DNS, SMTP, SNMP, and network monitoring protocols.
• Experience with VoIP or voice systems (PBX, PSTN, etc.) is a plus.
• Familiarity with ticketing systems (e.g., ConnectWise) and documentation best practices.
• Proficient in Microsoft Office Suite.

Education & Certifications

• Bachelor’s degree in Information Technology or related field preferred; equivalent experience and technical certifications will be considered.
• Preferred certifications:
• Cisco CCNA or equivalent
• Fortinet NSE 3 or NSE 4
• ITIL Foundations or similar service management certification

Work Environment & Travel

• Hybrid schedule required with regular onsite work at the Nashville, TN office.
• Office setting; must be able to sit for extended periods and lift up to 25 lbs.
• Occasional travel may be required for training or customer support engagements.