Job Overview

We are seeking a proactive Network Operations Center (NOC) Engineer to support and monitor enterprise IT services in a 24/7 environment. This role serves as the first point of contact for users, ensuring timely response, incident resolution, and service request handling across network and IT systems.

The ideal candidate is customer-focused, detail-oriented, and able to manage multiple support channels while maintaining high service standards.

Key Responsibilities

Monitoring & Incident Handling

Monitor system alerts and respond to incidents, service requests, and user queries across multiple channels (calls, tickets, email, chat)
Perform initial diagnosis and troubleshooting to resolve issues or escalate when required
Ensure incidents are logged, tracked, and resolved within agreed service levels

User Support & Communication

Provide timely updates to users on ticket status and resolution progress
Deliver effective first-level support using established procedures and knowledge base
Maintain clear and professional communication with users and stakeholders

Collaboration & Escalation

Work closely with internal teams and resolver groups to ensure timely issue resolution
Escalate complex or critical issues appropriately based on defined guidelines

Process & Service Improvement

Identify gaps in existing processes and recommend improvements
Contribute to knowledge base updates and documentation where needed

Requirements

Technical & Functional Skills

Basic knowledge of networking concepts (LAN, WAN, WLAN)
Exposure to IT environments including cloud, security, or collaboration tools is an advantage
Familiarity with IT service management practices (ITIL)

Experience

Prior experience in IT support, service desk, or NOC environment preferred
Experience handling tickets, incidents, or customer support requests

Certifications

ITIL Foundation certification required
CompTIA A+ or equivalent is an advantage

Soft Skills

Strong communication and customer service skills
Ability to work in a structured and process-driven environment
Good problem-solving and troubleshooting mindset
Able to work on rotating shifts (24/7 support environment)

Please send your detailed resume in MS Word format to [HIDDEN TEXT] with

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NOC Engineer (Network Operations Center)