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)
