24/7 NOC Support Engineer – Premium Managed Services

24/7 NOC Support Engineer – Premium Managed Services
Lisboa
Lisboa, Lisboa, Portugal

Overview

We are seeking experienced 24/7 NOC Support Engineers to deliver premium managed services for a customer operating a
- scale Microsoft Office 365 and Windows-based environment. The role requires
-
- clock monitoring, incident management, and
-
- hours support to ensure high availability, performance, and security of IT systems.

Customer Environment

• 551 end users on Windows-based devices
• 1, 390 users on tablets and portable devices (Microsoft F3 licenses)
• 707 network devices
• Microsoft Office 365 environment

Key Responsibilities

• Provide 24/7 Network Operations Center (NOC) support under a premium service model
• Monitor infrastructure, network, endpoints, and Office 365 services to ensure optimal uptime and performance
• Handle incidents, service requests, and alerts as per defined SLAs
• Provide
  -
  - hours support from 5:00 PM to 8:00 AM (Monday to Friday)
• Deliver full 24-hour support on Saturdays and Sundays
• Perform incident triage, root cause analysis, and escalation to L2/L3 teams as required
• Maintain detailed documentation, shift handovers, and incident reports
• Ensure adherence to ITIL processes, security policies, and compliance standards
• Proactively identify risks, capacity issues, and improvement opportunities

Technical Skills & Experience

• Strong experience in NOC or Managed Services environments
• Hands-on experience with Microsoft Office 365 administration and monitoring
• Solid knowledge of Windows OS, endpoint management, and user support
• Experience monitoring and managing network devices (routers, switches, firewalls)
• Familiarity with monitoring tools, ticketing systems, and alert management platforms
• Understanding of Microsoft F3 licensing and mobile device support is a plus

Operational Requirements

• Willingness to work in rotational shifts, including nights and weekends
• Ability to provide reliable
  -
  - hours and weekend support coverage
• Strong communication skills for coordinating with customers and internal teams

Preferred Qualifications

• ITIL Foundation or equivalent certification
• Microsoft certifications (O365, Azure, Modern Workplace)
• Prior experience supporting large user environments in a 24/7 NOC setup

Engagement Model

• 24/7 NOC – Premium Support Service
• Out-of-hours support: 5:00 PM – 8:00 AM (Mon–Fri)
• Full 24-hour coverage on Saturdays and Sundays