Senior NOC Engineer

Arch Insurance Group Inc. • Winston-Salem, NC

1d • Onsite

About The Position

The Senior NOC Engineer serves as a critical first responder for enterprise technology incidents, responsible for the real-time monitoring, management, and support of our customers' network and infrastructure environments. Operating in a fast-paced, high-pressure 24x7 environment, this role is accountable for ensuring maximum service availability, performance, and operational stability across mission-critical systems.

Requirements

• Ability to work on multiple priorities and/or projects simultaneously
• Excellent listening and communication skills, both verbal and written
• Strong customer relationship skills
• Organized, detail-oriented and self-motivated
• Ability to provide and maintain detailed documentation on each ticket
• Strong computer skills and the ability to effectively communicate through e-mail
• Knowledge in advanced networking configurations
• Advanced Experience in Windows Operating Systems
• Ability to remain in contact with customers thru the completion of the ticket
• Problem-solving abilities and ability to meet reasonable deadlines
• Ability to build positive and collaborative relationships
• Advanced technical skills with the ability to learn new skills and adapt quickly
• Off-hours on-call responsibilities (rotating shift)
• Bachelor's degree or equivalent working experience
• 5-10 years of experience supporting enterprise IT operations within a Network Operations Center (NOC/eNOC), Service Desk, Infrastructure Operations, or similar technical support environment.
• Experience supporting Major Incident processes, outage management, escalation procedures, and service restoration activities.
• Demonstrated experience monitoring, troubleshooting, and supporting enterprise server, network, cloud, and application infrastructure in a 24x7x365 operational environment.
• Strong analytical, organizational, and communication skills, with the ability to perform effectively in high-pressure situations and rapidly changing operational environments

Nice To Haves

• Capable of adapting to a constantly changing high stress environment
• Excellent customer service skills
• Working knowledge of Microsoft Windows Server environments (2008 and newer), including Active Directory, Group Policy, DNS, DHCP, Windows Services, Event Viewer, and server troubleshooting.
• Experience monitoring and supporting enterprise server infrastructure, including physical servers, virtual machines, storage platforms, and business-critical applications.
• Familiarity with virtualization technologies such as VMware vSphere, Hyper-V, and virtual machine lifecycle management.
• Experience utilizing enterprise monitoring, alerting, and IT Service Management (ITSM) platforms such as SolarWinds Orion, ServiceNow, Opsgenie, PagerDuty, or similar tools.
• Ability to analyze server, application, and infrastructure alerts, identify potential service impacts, and coordinate resolution efforts with engineering and support teams.
• Working knowledge of Microsoft Active Directory, user account administration, authentication services, and basic identity management concepts.
• Basic understanding of networking concepts including TCP/IP, DNS, DHCP, VPN connectivity, routing, and switching sufficient to troubleshoot server and application connectivity issues.
• Familiarity with enterprise technologies including Citrix, load balancers, storage systems, backup platforms, and cloud-hosted infrastructure.
• Experience supporting incident management processes, major incidents, event correlation, escalation procedures, and operational response activities within a 24x7x365 environment.
• Exposure to automation, scripting, Continuous Integration/Continuous Delivery (CI/CD) tools, and operational tooling is desirable.
• Strong troubleshooting, analytical, and communication skills with the ability to remain effective during high-severity outages, service disruptions, and time-sensitive operational incidents.

Responsibilities

• Be a first & fast responder
• Work, manage and respond to global incidents that need to be triaged, responded to, and resolved/redirected within accepted SLAs
• Open tickets for customers and constantly monitor the alerts generated by tools to resolve incidents before our customers are aware
• Interact frequently with technical support, service provisioning, and customer teams with clear and concise communications
• Lead Incident Management call on during impacting production events

Benefits

• multiple medical plans plus dental, vision and prescription drug coverage
• a competitive 401k with generous matching
• PTO beginning at 20 days per year
• up to 12 paid company holidays per year plus 2 paid days of Volunteer Time Offer
• basic Life and AD&D Insurance as well as Short and Long-Term Disability
• Paid Parental Leave of up to 10 weeks
• Student Loan Assistance and Tuition Reimbursement
• Backup Child and Elder Care

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: Associate degree