Team Lead, NOC Engineer

NexusTek is anchored by a long-established core business that delivers unparalleled managed IT services to a wide range of clients. We are embarking on a new chapter, expanding our offerings with three strategic initiatives: Professional and managed services for hybrid cloud, cybersecurity, generative AI and data. Our ambition is to cultivate a premier service organization recognized nationally for its leadership in these areas. Our mission is to take away technology headaches allowing our clients to focus on their core business.  

NexusTek’s 375 employees span 43 states to service our growing client base. We have physical offices in Denver, CO, Irvine, CA, New York, NY, and Monroe, CT.  

 
 
Working hours 

We are looking to fill this role in one of the shifts below. Please indicate your preferred shift when submitting your application. All times in Arizona Mountain Time. 

Tuesday – Sunday: 5:00 PM to 1:00 AM 

Monday – Friday: 5:00 PM to 1:00 AM 

Wednesday – Saturday: 5:00 PM to 3:00 AM 

Location requirements 

Remote, work from home in the United States 

 
Why this job is exciting 

Feeling stagnated in your current IT role? You won’t at NexusTek - no two days are alike in the virtualized hosting and MSP world! This is a fast-paced, demanding, and dynamic leadership position.  

Who you are 

You are a proactive and process-driven person, who enjoys leading and mentoring.  

You know how to:  

• Provide leadership, motivation, and mentorship to a team of NOC Engineers.
• Manage the performance of your team in the areas of utilization, client satisfaction, and Service Level Agreements (SLAs).
• Set performance goals, conduct performance reviews, and provide feedback to your team.
• Identify training needs, develop training plans, and provide ongoing training and development opportunities for your team.
• Help your team resolve customer issues by modeling excellent problem-solving, analytical, and troubleshooting techniques.
• Serve as an incident manager (e.g. setting up bridge calls, documenting the problem, etc.) to drive resolution on critical incidents and client outages.
• Escalate critical issues to appropriate technical teams as needed.
• Provide root-cause analysis reports to internal stakeholders on recurring issues and incidents.
• Generate regular reports on team performance, including metrics on incident resolution times, customer satisfaction, and team productivity.
• Ensure high levels of customer satisfaction by ensuring your team is providing timely and effective support.

Knowledge in the following areas is a plus: 

• Foundational IT knowledge
  • Basic networking concepts
  • Windows OS
• Familiarity with ticketing systems
• ITIL Foundation

Pay and Benefits:    

This is a full-time position located in the United States and performed remotely with some travel.  

Estimated Starting Salary/Wage Range: $32.00 - $34.00 hourly, less applicable withholdings and deductions, paid on a semi-monthly basis (The actual salary offered may vary based on relevant factors as determined in the Company’s discretion, which may include experience, qualifications, tenure [for existing employees] skill set, availability of qualified candidates, geographic location, certifications held, and other criteria deemed pertinent to the particular role.  Note that the majority of individuals in the position will fall in the low to mid-level of this scale; the upper end of this pay scale is offered only in exceptional circumstances and/or for unusually qualified candidates.)    

In addition to legally-required benefits, NexusTek offers a generous benefit package to eligible full-time employees, which currently includes the following:  

• Four weeks of annual accrued PTO  
• Seven paid national holidays 
• Medical, dental, vision options  
• Company-paid life insurance, short and long-term disability 
• Voluntary benefits such as critical illness and accident 
• Voluntary Legal Shield and identity theft protection  
• Discretionary annual 401k match plan 
• Generous employee referral bonus plan 
• Employee Assistance Program 
• Access to over 90,000+ courses in ADP My Learning  
• StandOut employee engagement tools
• Eligible to apply for a Pluralsight license 
• Eligible to apply for NexusTek Technical Academy or Leadership Academy 

We’re happy to provide our comprehensive benefits guide. Each benefit is subject to eligibility requirements as specified in plan documents, and the Company reserves the right to modify the benefits it offers from time to time. 

Interview Process - Typical interview process for this role: 

Application Stage - Thanks for showing interest! 

• Submit your application
• Complete the Culture Index Survey offered in the application steps (link to survey also provided below)
  • Culture Index is offered in 30 languages - select in your native language!
  • Culture Index Link:  https://surveys.cultureindex.com/s/UFfhWqnV5S/71403

 Screening Stage - Let's get to know each other! 

• Our recruiters carefully consider each application. If you are selected to move forward, we will contact you for the introductory screening 
• 20 min Recruiter screening to introduce you to NexusTek and get to know what motivates you

Interview Stage - We’ll dive into your experience more in depth 

• One-hour technical interview with the hiring manager
• 30-minute follow up interview with Director-level
• References – 3 professional references at least one direct supervisor 
• You are welcome to request additional conversations with team members you didn’t get to meet during the process 

NexusTek provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws 

NexusTek participates in E-Verify for all US Employees 

Please be aware of potential recruitment fraud and fake social media pages. NexusTek will never ask you to pay a fee as part of the interview process. Additionally, we will not ask for your personal banking information until you have signed an employment offer and completed virtual onboarding training and paperwork provided by our HR team.  

All communications with NexusTek professionals will only be sent from an @nexustek.com or ADP email address and never originate from gmail.com, yahoo.com, or other commercial email services. If you are viewing this job post outside of our website and interested in exploring opportunities, please go directly to our Careers Page: https://www.nexustek.com/nexustek-careers/ or https://workforcenow.adp.com/mascsr/default/mdf/recruitment/recruitment.html?cid=567e686e-7575-49d9-b29f-985e7365f987&ccId=19000101_000001&type=MP&lang=en_US