About this role
NOC Engineer – (L3+)
Network Operations Center (NOC) • Entry Level (5+ years) • 24/7 Operations
Role Overview
Serving as the frontline defender, the L3+ NOC Engineer oversees mission-critical server, cloud, and network environments. Key duties encompass real-time alert triage, foundational diagnostic troubleshooting, comprehensive incident logging, and swift escalation of complex issues to upper-tier engineering groups to sustain system reliability and uphold rigorous SLA commitments.
Key Responsibilities
- Continuous Monitoring: Supervise enterprise network infrastructure, servers, applications, and links via monitoring tools (e.g., Nagios, Zabbix, SolarWinds, Datadog, PRTG).
- Incident Triage & Management: Acknowledge alerts, perform initial analysis, create detailed incident tickets in platforms like ServiceNow or Jira, and assign proper priority levels.
- Advanced Troubleshooting: Apply established operational procedures to remediate complex L2/L3 infrastructure incidents, including hardware power cycles, port resets, WAN circuit instabilities, storage reclamation, and system service restorations.
- Incident Escalation & Outreach: Route complex operational issues to subject matter experts, third-party providers (such as telecom carriers and equipment vendors), and key internal partners in accordance with established SLA response windows.
- Documentation & Reporting: Maintain accurate shift handover logs, document recurring issues, and update Standard Operating Procedures (SOPs).
Required Skills & Qualifications
- Networking Fundamentals: Strong grasp of OSI layers, TCP/IP suite, DNS, DHCP, VPN, VLANs, routing protocols (OSPF, BGP basics), and subnetting.
- Operating Systems: Basic command-line troubleshooting skills in Linux/Unix and Windows Server environments.
- Tool Proficiency: Familiarity with network diagnostic utilities (ping, traceroute, mtr, nslookup, tcpdump, netstat) and ticketing systems.
- Communication: Clear verbal and written English communication for cross-functional collaboration and stakeholder notifications during outages.
- Shift Flexibility: Participate in 24/7 support with other teams across the globe. Some weekend work may be required.
- Education: Bachelor’s degree in Computer Science, Information Technology, Electronics & Telecommunications, or equivalent diploma.
- Experience: 5+ years of experience in a Network Operations Center, technical support, or IT helpdesk environment.
- Certifications (Preferred): Cisco CCNA, CompTIA Network+, CompTIA Security+, or ITIL v4 Foundation.
Physical Demand & Work Environment
- Must have the ability to perform office-related tasks, which may include prolonged sitting or standing.
- Must have the ability to move from place to place within an office environment.
- Must be able to use a computer.
- Must have the ability to communicate effectively.
- Some positions may require occasional repetitive motion or movements of the wrists, hands, and/or fingers.