Ingeniero NOC at Software Estrategico in Medellín, Antioquia, Colombia

We are looking for a NOC Engineer with experience in technical support, IT infrastructure, and troubleshooting to monitor, diagnose, and resolve incidents across client technology environments.

The ideal candidate is service-oriented, an effective communicator, and comfortable working in fast-paced environments while managing multiple incidents and priorities.

? Key Responsibilities

• Monitor, diagnose, and resolve incidents related to IT infrastructure and services.
• Provide customer support via phone, email, and ticketing systems.
• Troubleshoot issues involving servers, PCs, laptops, mobile devices, cloud solutions, and on-premises networking devices.
• Respond to and resolve system-generated alerts.
• Identify root causes and implement solutions to reduce recurring IT issues.
• Administer and support Microsoft 365, antivirus, anti-spam, email archiving, managed backups, and related services.
• Provide technical support to internal Tier 1 Engineers.
• Escalate incidents to subject matter experts or higher support levels when necessary.
• Clearly document customer interactions, troubleshooting steps, resolutions, and results in the ticketing system.
• Contribute to the creation and improvement of technical procedures and service documentation.
• Work according to established service metrics and SLA requirements.

Requisitos

• 2+ years of IT, infrastructure, NOC, or technical support experience.
• Strong hands-on experience with troubleshooting and incident resolution.
• Experience with Microsoft Online Products & Services / Microsoft 365.
• Experience supporting server hardware and software.
• Knowledge and experience with networking and network devices.
• Experience with virtualization solutions.
• Experience with Backup and Disaster Recovery (BDR) solutions.
• Experience with SonicWall physical and virtual appliances.
• Experience working with ticketing systems and technical documentation.
• Ability to manage multiple priorities in a fast-paced environment.
• Strong communication and customer service skills.
• Ability to work independently while maintaining a team-first mindset.
• Bachelor’s Degree or one additional year of relevant work experience.

⭐ Preferred Certifications

Industry certifications are highly valued, including:

• Microsoft / Microsoft Server
• Microsoft 365
• SonicWall
• Cisco
• VMware
• CompTIA A+
• CompTIA Network+ – a strong plus

? Who We’re Looking For

We are looking for a hands-on IT professional with a strong support and infrastructure background, excellent analytical and troubleshooting skills, and the ability to effectively communicate with both customers and technical teams.

Candidates with practical experience in Microsoft 365, servers, networking, virtualization, SonicWall, backups, and infrastructure troubleshooting will be highly valued.