NOC Engineer (Network)

Aqueduct Technologies Inc.•Canton, MA

About The Position

Aqueduct Technologies is seeking a Network Operations Center (NOC) Engineer to serve as a core member of the NOC team, providing critical escalation coverage and continuity of support during our primary business hours (9am â 5pm EST, Monday â Friday). The NOC Engineer handles all initial escalated support requests within our ticket system, owns their progress, and performs deep dives into issues to find a resolution. During this process, they also ensure documentation is up to date, customer environment details are accurate, and they pass along lessons learned to more junior engineers to help increase their knowledge. The NOC Engineer is a member of a driven, experienced, and support-focused team that is the primary escalation point for support tickets and stewards our customersâ environments. While closing out tickets is important, it is far more critical to the values and relationships Aqueduct has with its customers that we get the right solution, rather than just a fast one. The reputation of the infrastructure team with our customers is rooted in our ability to proactively manage their environments and issues.

Requirements

Bachelorâs degree in Information Technology, Computer Science, or related field, or four yearsâ equivalent experience.
2 - 4+ years in a NOC/network support/infrastructure support role, including escalated troubleshooting, ideally with an MSP.
Experience with Cisco Meraki and Cisco core network device upgrades and support.
Experience with Cisco Unified Communication Center configuration and support
Strong fundamentals in TCP/IP, DNS, DHCP, VLANs, STP, routing (OSPF/BGP basics), NAT, VPNs (site-to-site + client), and firewall concepts.
Hands-on experience troubleshooting WAN/ISP issues (circuit down, latency/jitter, packet loss), including working with carriers and providing clean evidence.
Comfort with ticketing systems and operational rigor: prioritization, SLA awareness, clear documentation, incident timelines, and customer updates.

Nice To Haves

Experience working in a Managed Services Provider (MSP) or multi-tenant support environment.

Responsibilities

Exemplify Aqueductâs values and guiding principles
Support the Customerâs environments and users
Maintain thorough, clear, and concise notes in tickets as work progresses.
Update tickets at a regular cadence as set by your teamâs leadership.
Support your peers in open discussions about current tickets and roadblocks they may have in solving them.
Determine when an issue needs escalation and follow the Aqueduct escalation paths to get the appropriate resource on the issue to help.
Appropriately engage the Lead or higher-level resource when significant issues arise (e.g., broad customer impact, repeat incidents, security risk, or change control implications).
Be willing to reach out to your team and other teams to both close out the issue and learn how to do new things.
Proactively review and become familiar with each customerâs environment and nuances; maintain and improve documentation so details stay accurate and actionable.
Identify and raise concerns about misconfigurations, single points of failure (SPOFs), and recurring risks when discovered.
Understand, utilize, and participate in the Aqueduct Change Control process.
Dedicate ongoing time to training with the goal of becoming a subject matter expert in at least half of Aqueductâs core applications or Infrastructure support areas.
Actively participate in job-specific, as well as cross-functional training opportunities utilizing the training tools available to all team members.
Own your growth and strive to broaden your skillset by proactively engaging the leadership team about opportunities to interact with new technologies and projects.
Share lessons learned from escalations and deep dives with junior engineers to increase team knowledge and consistency.
Be prepared for a regularly scheduled on-call rotation, understand the tools in place to support all our environments after hours, and understand the after-hours escalation matrix and processes.