NOC Engineer

Job Summary

The NOC Technician is responsible for advanced network troubleshooting, incident resolution, and proactive monitoring of complex network environments. This role serves as an escalation point for Tier 1 support teams and plays a key part in ensuring network availability, performance, and customer satisfaction. Flexibility to support shift work is required.

Key Competencies

• Adhere to company policies and values
• Deliver timely, accurate, and highquality work
• Build strong domain knowledge and stay current on industry best practices
• Understand how tactical execution supports broader business strategy
• Communicate clearly and ask questions when clarification is needed
• Escalate risks and issues appropriately
• Collaborate effectively across teams
• Understand how individual contributions impact customer experience

Supervisory Responsibilities

• None

Duties & Responsibilities

• Diagnose, troubleshoot, and resolve complex network issues escalated from Tier 1 support
• Analyze and isolate issues related to voice, data/IP, transport, email (hosted exchange), VPN, MPLS, and optical services
• Coordinate with internal teams and external vendors to resolve issues, including field service dispatches when needed
• Provide timely written and verbal updates to customers during network or service disruptions
• Perform comprehensive testing prior to engaging vendors; accurately document vendor interactions, tickets, testing, and progress within the ticketing system

• Monitor network performance, event logs, and alarms using enterprise monitoring tools
• Proactively review accounts, reports, and monitoring data to identify potential issues or improvement opportunities
• Develop and contribute to network improvement plans; collaborate with other teams for implementation when applicable

• Perform intermediate operational and maintenance tasks to maintain network performance and availability
• Provision routers, switches, and firewalls using standard configurations
• Assist with network upgrades and infrastructure improvements

• Provide direct technical support to customers and end users
• Act as a liaison between customers and internal technical teams

• Serve as an escalation point for complex outages or issues unresolved by Tier 1 support

Required Skills & Qualifications

• 2 5 years of experience in a NOC or similar technical support role
• Strong networking knowledge, including TCP/IP, LAN/WAN, VLANs, and routing protocols (BGP, OSPF)
• Handson experience with network hardware such as Cisco, Juniper, Ciena, Adtran, and Fortinet
• Experience with enterprise ticketing and monitoring tools (e.g., ServiceNow, ConnectWise, Netcool, Zabbix, or similar)
• Strong analytical, troubleshooting, and criticalthinking skills
• Excellent written and verbal communication skills
• Highly organized, detailoriented, and able to multitask in a fastpaced environment

• CCNA / CCNP
• CompTIA Network
• JNCIA or similar certifications