NOC Engineer / System Support Technician - level 3 - Remote Eligible

NOC Engineer / System Support Technician-Level 3

CTS delivers comprehensive IT solutions to meet the unique demands of mission-driven organizations. We have deep expertise in supporting nonprofits and educational institutions, however our team is equipped to handle the complexities of IT across a variety of sectors. We're committed to making technology work seamlessly, so our clients can focus on making a difference, regardless of their industry.

At CTS, we believe in building a company culture that fosters growth, collaboration, and innovation. By joining our team, you will not only help empower businesses with cutting-edge IT solutions but also build a rewarding career in a dynamic and supportive environment. Discover the many reasons why CTS is a great place to advance your career.

Job Summary

The NOC Engineer is important in the Service Delivery division at CTS. The Network Operations department of CTS ensures the intricate networks and systems we manage are maintained and supported. Responsible for delivering impeccable maintenance, troubleshooting, and general support of our clientele's network infrastructure, the NOC Engineer must exhibit a sense of ownership over various systems while also providing high-caliber quality work and customer service. This is an individual contributor – technical position.

Key Responsibilities

• Administer and perform the work for monthly, quarterly, bi-annual, and yearly maintenance plans for clientele;
• Assist higher-level NOC Engineers to automate recurring requests using, but not limited to, Kaseya VSA, ConnectWise Manage, PRTG, and PowerShell;
• Configure monitoring of client infrastructure using PRTG, Kaseya VSA, and ConnectWise Manage;
• Remediate alerts from monitoring tools that are generated from firewalls, switches, access points, physical and virtual workstations and servers, phone systems, and storage devices;
• Respond to and resolve service incidents following existing procedures and service level agreements;
• Track time, communications, and work output via our ConnectWise Manage PSA;
• Liaise with internal teams, vendors, and client contacts;
• Monitor and remediate all CTS-provided client backup solutions: Acronis On-Prem, Acronis Cloud, CloudAlly, and Backupify;
• Perform installation, configuration, and troubleshooting of workstation, server, and cloud applications;
• Create and maintain information and documentation in ConnectWise Manage and ITGlue;
• Assist with our service center (helpdesk) requests as needed and
• Address all phone calls and VIP emails outside of regular business hours.

Required Skills and Qualifications

• 2+ years of experience in a customer-facing, technical-services environment, with a strong commitment to customer service;
• Experience with networking protocols: TCP/IP, BGP, OSPF, VPN, IPSEC, VoIP, and QoS;
• Experience in WAN/LAN networking, including routing, switching, security, and load balancing;
• Experience in WLAN technologies including, but not limited to, Meraki, UniFi, and Cisco;
• Experience with Microsoft Windows Server, Windows Desktop, and Apple Ecosystem;
• Experience in Network Attached Storage (NAS);
• Experience with Grand Stream or other Asterisk-based PBX systems;
• Experience with Android, iOS, Gsuite, and Office365;
• Self-motivated, with excellent time management skills and the ability to handle and adapt to changing priorities and special projects in a high-growth environment;
• Analytical, critical thinking, problem-solving, and decision-making skills. Ability to clearly articulate business and technical problems in terms of data and symptoms, causes and effects, and potential remedies; and
• Strong written and oral communication skills.

Preferred Skills and Qualifications

• MSP experience;
• Knowledge of scripting/programming language, including, but not limited to, PowerShell, BASH, and/or VBScript;
• Knowledge of Cisco ASA and SonicWALL firewall; and
• Experience with MSP-related tools: ConnectWise, Kaseya VSA, PRTG, and ITGlue.

Work Location & Schedule

This is a full-time remote position for candidates located in the Philippines. The hours for this position are 6pm-6am EST, 4x/week including weekends (on a rotation basis).

Compensation

The salary range for this role is $1600 - $2500/monthly. This is a contracted position.

Benefits

• Competitive compensation
• Health Insurance (medical, vision, dental), 80% covered for employee-only plans and 75% covered for employee-spouse, employee-kids, and employee-family plans
• Flexible Spending Account (FSA)
• Health Savings Account (HSA)
• Employee Assistance Program (EAP)
• Retirement Plan (401(k)) with company match
• Commuter Benefits
• Short-Term Disability Insurance fully paid by the company
• Long-Term Disability Insurance fully paid by the company
• Life and AD&D Insurance, with optional Supplemental Life Insurance
• Paid Time Off, including Paid Parental Leave
• 10 Holidays
• 2 Floating Holidays

* Please note that the availability and specifics of benefits may vary depending on your country of residence.

The Hiring Process

We will try to make it as fast as possible! :-) We use Greenhouse to help us schedule the meetings so emails will come from jobs@charterts.com.

Once you are successfully approved on one step, you will be moved to the following one.

[*] Steps 4, 5 and 6 may not occur or be set up differently, depending on the position. We will let you know at the beginning of your process with us!

1. Application review
2. First interview with our team, in a 30 minutes phone call
3. Interview with the Hiring Manager, from 30 to 45 minutes online video call
4. [*] Case Study or a Technical Exercise to be presented to our team in a Panel Interview (with 2 or more of our team members), usually for 1 hour
5. [*] Team Interview, a conversation with future colleagues, from 45 minutes to 1 hour
6. [*] Executive Interview with one of our Leaders, from 30 to 45 minutes
7. An offer is extended
8. Welcome to CTS!! \o/

CTS is proud to be an equal opportunity employer that celebrates diversity and is committed to creating an inclusive workplace with equal opportunity for all applicants and employees. Our goal is to recruit the most talented people from a diverse candidate pool regardless of race, color, ancestry, national origin, religion, disability, sex (including pregnancy), age, gender, gender identity, sexual orientation, marital status, veteran status, or any other characteristic protected by law. CTS is committed to working with and providing access and reasonable accommodation to applicants. If you require an accommodation, please reach out to jobs@charterts.com once you've begun the interview process. All requests for accommodations are treated discreetly and confidentially, as practical and permitted by law.