Schedule: This role follows a rotating overnight shift schedule consisting of 12-hour shifts.
Team members will work alternating weeks of 3 and 4 days.
Week 1: Sunday–Tuesday, 5:45 PM – 6:15 AM MST
Week 2: Saturday–Tuesday, 5:45 PM – 6:15 AM MST
The schedule rotates on a bi-weekly basis.
Remote, work from home, United States

Tier I technical support responsibilities, requiring a working knowledge of information technology and desktop support.
Provide excellent client support via telephone and e-mail
Address system alerts generated by NexusTek's monitoring systems.
Maintain advanced administrative competencies of all NOC tools and products including backup, disaster recovery, AV, spam, patching solutions, DNS, SSL-Certs, DRaaS, FWaaS, onboarding, and offboarding.
Monitor Security alerts and follow documented processes to investigate, communicate, take mitigating action, and escalate.
Perform root cause analysis to completion and resolution.
Maintain comprehensive notes in ConnectWise and update cases as needed until resolved.
Identify alerts that can be tuned to be more valuable and generate minimal disruption.
Propose new ideas for improving department effectiveness.
Own and manage escalated support cases.
Perform automation and scripting.
Skills in Backup and disaster recovery, AV solutions, spam solutions, patching solutions, DNS, SSL-Certs, DRaaS, FWaaS, Windows Server, Office 365, multisite/stretched datacenter environments, MSP applications like ConnectWise, N-Able, and IT Glue are desirable.
One or more of the following certifications may be required: CompTIA Network+ and/or Security+ (or comparable)
Microsoft Entry Level Certification: Windows Server or Azure.

NOC Engineer

Key skills