L2 NOC Engineer

About Core12

Core12 is a 16-year-old, security-first Atlanta-based MSP delivering high-impact IT support to small and mid-sized businesses. We support architecture, engineering, construction, and manufacturing firms that expect reliable technicians, strong communication, and no outsourced service desk. We align technology to business outcomes and keep our clients protected, productive, and moving forward.
Job Description
This hybrid role combines L2 NOC engineering with L1/L2 support coverage, including after-hours support. You’ll monitor and remediate alerts inside ConnectWise Automate, resolve inbound support issues, and ensure client environments stay stable, secure, and documented. You’ll act as a key escalation point for the service desk and help keep operations moving smoothly around the clock.

Responsibilities

NOC / Infrastructure Responsibilities:
• Monitor, investigate, and resolve alerts, performance issues, security events, and failures in ConnectWise Automate
• Remediate issues involving servers, networks, backups, patching, and endpoint security
• Review backup and patching health daily and address failures immediately
• Identify recurring problems and recommend fixes, automation, or standardization
• Update monitoring policies, scripts, and automated remediation tasks
• Document all work thoroughly in ConnectWise and IT Glue

After-Hours Support Responsibilities (L1/L2)
• Handle inbound L1/L2 support requests that can be resolved quickly
• Provide troubleshooting for Windows OS issues, Office 365, Active Directory, MFA, connectivity, printers, and user setup
• Perform account creation, offboarding, and permissions changes
• Escalate higher-level issues with clean documentation when required
• Communicate clearly with end users and keep tickets updated

After-Hours / On-Call Responsibilities:
• Provide after-hours L1/L2 coverage on assigned rotation
• Respond to critical alerts, outages, and high-impact issues
• Coordinate escalation to senior engineers when needed
• Maintain environment stability during nights/weekends

Other Daily Tasks Include:
• Accurate daily time entry and documentation in ConnectWise Manage
• Managing monitoring queues and clearing stale alerts
• Contributing to internal documentation and SOP improvements
• Participating in environment cleanup and standardization efforts
• Collaborating with leadership on workflow, escalations, and service quality

Core Competencies
• Strong understanding of Windows Server, Active Directory, Office 365, Azure AD, and core networking
• Ability to troubleshoot across servers, firewalls, switches, backups, and endpoints
• Experience with patching strategies, MFA, EDR tools, email security, and ransomware prevention
• Clear, confident communication with both technical and non-technical users
• Self-driven, reliable, and capable of owning issues through resolution
• Strong familiarity with ConnectWise Manage, Automate, and Control

Education & Experience
• 4+ years of IT support experience, with at least 2 years in an MSP
• NOC engineering experience strongly preferred
• Experience working in high-volume ticket queues
• Certifications (Microsoft, CompTIA, Cisco) are helpful but not required

Our Values
People First – We approach problems from the client’s perspective.
Find the Solution – Every challenge has an answer; we own the outcome.
Do the Right Thing – We take responsibility and protect client interests.

Shift Schedule:
• Weekday shift is from 6pm-4am EST with 3 hours of on-call afterwards
• May be requested to work a shortened shift on every other weekend for overtime pay
• Overtime pay is straight pay and must be preapproved