NOC L1 Engineer

Job Description: Offshore Network Operations Center (NOC) Technician

Position Summary

The Offshore Network Operations Center (NOC) Technician is responsible for providing 24/7 monitoring, support, and incident management for customer and internal network infrastructure. This role ensures the availability, performance, and reliability of network systems by proactively identifying, troubleshooting, and escalating issues as needed. The technician works closely with NOC Engineering team and onshore engineering teams, service providers to maintain service level agreements (SLAs) and deliver high-quality technical support.

Key Responsibilities

• Monitor network infrastructure, servers, and critical systems using network monitoring tools.
• Respond promptly to alerts, alarms, and service outages.
• Perform initial troubleshooting and diagnostics for network, connectivity, and hardware issues.
• Open, document, track, and update incident tickets in accordance with established procedures.
• Escalate unresolved or critical incidents to higher-level engineering teams following escalation guidelines.
• Communicate incident status and resolution updates to internal stakeholders and customers.
• Execute standard operating procedures (SOPs), maintenance tasks, and change management activities.
• Verify successful completion of scheduled maintenance and system changes.
• Monitor backup jobs, system health, and infrastructure performance.
• Generate operational reports, shift handover documentation, and incident summaries.
• Maintain accurate documentation of network events, troubleshooting steps, and resolutions.
• Support continuous improvement initiatives by identifying recurring issues and recommending process enhancements.

Required Qualifications

• Associate's or Bachelor's degree in Information Technology, Computer Science, Network Engineering, or a related field, or equivalent work experience.
• 13 years of experience in a Network Operations Center, Help Desk, or Technical Support environment.
• Basic understanding of TCP/IP, LAN/WAN, routing, switching, DNS, DHCP, VPNs, and firewalls.
• Experience with network monitoring and ticketing systems.
• Strong analytical and troubleshooting skills.
• Excellent written and verbal communication skills.
• Ability to prioritize multiple tasks in a fast-paced environment.
• Willingness to work rotating shifts and provide after-hours support.