NOC - Technical Support

Job Title - Tier 2 Network Operations Specialist (NOC) / Technical Support Engineer - L2
Experience: 2-5+ Years
Shifts: Rotational
Employment Type: Full Time
Location: Hyderabad
Perks& benefits: Shift Allowances + Transportation
Job Summary
We are seeking a Tier 2 Network Operations Specialist (L2) to provide advanced technical support for enterprise networking environments. The ideal candidate will be responsible for troubleshooting complex network issues, handling escalations from L1 support, ensuring SLA adherence, and collaborating with internal teams to maintain network availability, stability, and performance.
Key Responsibilities

• Troubleshoot and resolve complex network and infrastructure incidents across enterprise environments.
• Handle escalations from Tier 1 support and drive issues through to resolution.
• Perform root cause analysis (RCA) and document technical findings and resolutions.
• Diagnose and support technologies including Routing & Switching, Firewalls, VPNs, LAN/WAN, Wireless Networks, and Network Security.
• Monitor network health using enterprise monitoring tools and proactively identify issues.
• Collaborate with Engineering, NOC teams, vendors, and customers to resolve incidents.
• Maintain SLA compliance, incident ownership, and accurate documentation.
• Participate in change management, problem management, and continuous service improvement initiatives.

Required Skills
Networking

• Strong understanding of TCP/IP, Routing, Switching, VLANs, STP, OSPF, BGP, VPN, NAT, DNS, DHCP, LAN/WAN, Wireless Networking, and Network Security.

Security Technologies

• Hands-on experience with Fortinet/FortiGate, Cisco Meraki, Firewalls, ACLs, IPSec, and SSL VPN.

Monitoring & ITSM

• Experience with one or more monitoring tools such as PRTG, SolarWinds, Datadog, Nagios, Zabbix, or LogicMonitor.
• Familiarity with ServiceNow, Incident Management, Change Management, and Problem Management processes.

Troubleshooting

• Strong expertise in Root Cause Analysis (RCA), Packet Analysis, Log Analysis, Network Diagnostics, Performance Analysis, and Incident Resolution.

Soft Skills

• Excellent verbal and written communication skills.
• Strong customer-facing, analytical, and problem-solving abilities.
• Ownership mindset with the ability to manage escalations and collaborate across teams.

Preferred Qualifications

• Certifications such as CCNA, CCNP, NSE4 (Fortinet), or ITIL Foundation.
• Experience working in Network Operations Centers (NOC), Managed Services, Enterprise Networking, Infrastructure Support, or MSP environments.
• Exposure to Cisco Meraki, SD-WAN, Linux, Cloud Networking (AWS/Azure), and enterprise monitoring tools is an added advantage.