NOC staffing for MSPs
Hire remote NOC technicians for the alerts and maintenance that slip
A backup failed Friday night and nobody looked until Monday. Dokimo places dedicated international NOC technicians who watch your RMM alerts, verify backups, run your patch cycle and do the recurring maintenance that slips when your senior people are pulled onto client fires. They work the hours you need covered.
The alert queue and the maintenance list nobody schedules
Your RMM raises alerts all day and a lot of them are noise. A NOC technician's first job is telling the noise from the disk that really is filling up, the service that really did stop, or the backup job that really failed. They work the queue in your RMM, whether that's Datto RMM, NinjaOne, N-able or whatever you run, open and update tickets in your PSA, and write notes a Tier 2 can act on without a phone call.
Then there's the maintenance that never gets scheduled because something is always on fire: verifying last night's backups, running the patch cycle, chasing the machines that missed it, closing out alerts that are really stale tickets. None of it wins a client, and all of it shows up in a QBR when it's skipped. Put a dedicated person on the list and it gets done on a schedule, against your runbooks, instead of whenever a senior engineer finds a free hour.
What it takes to staff a 24/7 NOC, one seat at a time
If you're pricing a 24/7 NOC for your MSP, start with the seat count. One overnight seat covers the nights that person works, and leave, sick days and the public holidays of their own country open gaps. A rotation is several people on a written schedule, and how many depends on the hours you need watched. The page on after-hours coverage for MSPs shows the arithmetic in full.
The way in is one seat at a time. Start with the window that hurts most, often the weekend or the hours right after your day team logs off, and see how it runs inside your process. Then add technicians until the schedule holds. Each technician works the hours you agree with us, and Dokimo recruits against that window from the start instead of hiring first and negotiating the schedule afterwards.
Coverage also needs a handover. The overnight technician leaves a written note for your morning team, and your morning team leaves one back. A good note lists what was checked, what is still open and who owns it. On your side, name the escalation contact and write down when to use them, so an overnight note can turn into a phone call when it needs to. For the first weeks, have someone on your side read what the technician closed and why, then loosen that as the notes prove out.
Tested on an alert before you meet the technician
Every candidate is tested on the real work before you meet them. For a NOC seat that is an alert to work, not a quiz. It counts more on a night seat than most, because an unattended alert at 3am is a bad moment to find out the fit is wrong.
Dokimo doesn't promise a candidate already knows your RMM, and it won't quote a time to shortlist, because that moves with the tools, the runbooks and the hours. The result is slower at the front than a firm that forwards resumes. The trade is a short list where every name has already worked a live alert.
Racks, reboots and the short spike
Nobody in this model touches hardware, so racking, cabling, swapping a failed drive and anything else at the site needs local hands. A single seat isn't a 24/7 desk either. A seat takes time to recruit and ramp, so it doesn't suit a short spike. It also assumes your alerts are tuned and your runbooks exist, because a technician working untuned noise with no runbook will spend the first month guessing.
Then there are the client environments you keep with US staff. Some are effectively closed to anyone outside the US, such as export-controlled defense data or criminal justice systems, and Dokimo won't place a technician on them. Other limits are contract or insurance terms that vary. Which clients an overnight technician can touch is your decision, set by your own agreements and counsel, and Dokimo fits the seat to it. Anything that needs a client's approval before it's touched, such as rebooting a production server, goes to a person on your team.
If you'd rather buy a NOC that comes with its own tooling, procedures and staff, and you never manage it, buy that. This is one person inside your operation, using your stack and your escalation rules. Contract to hire and direct placement exist for Tier 3 technical and technical management seats only. In the technician's own country, Dokimo's employer of record (EOR) partner is the employer and runs local payroll.
What you get
What the engagement covers, and what is optional
One technician on your alerts
The technician watches your alerts and nobody else's. They join your handover, follow your runbooks and escalation matrix, and answer to your service delivery manager.
Hours you set
Overnight, weekend or a weekday window: the hours are agreed up front, and Dokimo recruits against them. A rotation is built one seat at a time as the schedule needs it.
Backups, patching and alert triage
The recurring maintenance gets a schedule and a name against it: backup verification, patch cycles, stale-alert cleanup, and tickets written so Tier 2 can pick them up.
Month to month, with a free replacement
Month to month, with no long-term contract. If a hire isn't working out in the first 90 days, we find a replacement at no extra cost.
Optional secure remote workstation
One add-on, priced separately: a US-hosted virtual desktop, centrally revocable access, disclosed productivity and activity monitoring, and managed endpoint security.
Questions
Frequently asked
What does a remote NOC technician cost?
Seats run from $2,100 a month in the Philippines and from $2,700 a month in Mexico. Where a NOC seat lands depends on the level of the work, and the calculator on the pricing page shows the price for each role and level. The price pays for the technician's salary and legally required employer costs (year-end pay included), the search and screening, and their employment and local payroll through Dokimo's employer of record (EOR) partner, on one monthly invoice. You supply their RMM, PSA and Microsoft 365 licenses. Month to month, with no long-term contract.
Can I build a 24/7 NOC with remote technicians?
It takes a rotation of several people, not one. One technician covers the shifts that person works, and leave, sick days and holidays need cover too. Start with the window that hurts most and add seats until the schedule holds. Each technician works the hours you agree with us, and everyone reports into your management and your escalation path.
Can a remote NOC technician work on every client we monitor?
It depends on each client's contract and data. Export-controlled defense data and criminal justice systems are effectively closed to anyone outside the US, and Dokimo won't place a technician on them. Other limits are contract or insurance terms that vary, and HIPAA doesn't itself ban work from outside the US, though health data brings agreements and risk analysis. You decide which clients a technician may touch, and Dokimo fits the seat to that. Nothing here is legal advice. Your agreements and your counsel decide.
Who employs and pays the technician?
The technician is employed in their own country by Dokimo's employer of record (EOR) partner, which runs their local payroll and holds the employment obligations there. Dokimo runs the search and screening, manages the placement and sends you one monthly invoice. Day to day the technician works your tools, your runbooks and your escalation rules, under your managers.
Roles for MSPs
Other roles for MSPs
Tell us which hours you need watched
Tell us the seat, the hours you need covered and the tools you run. We'll reply with questions and the next steps, not a pitch deck.