Telecom Specialist I

About the Role

The L1 NOC Engineer acts as the first line of defense for monitoring critical network, server, and cloud infrastructure. This role is responsible for real-time alert triage, initial diagnostic troubleshooting, incident logging, and escalating unresolved issues to higher-tier engineering teams to ensure system availability and strict SLA adherence. This is a 24/7 Operations role.

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.
• Basic Troubleshooting: Execute standard runbooks to resolve Tier-1 issues, such as device reboots, interface resets, ISP link flaps, disk space cleanups, and service restarts.
• Escalation & Communication: Escalate unresolved incidents to L2/L3 engineers, vendor support (e.g., ISPs, hardware vendors), or internal stakeholders within defined SLA timelines.
• Documentation & Reporting: Maintain accurate shift handover logs, document recurring issues, and update Standard Operating Procedures (SOPs).

Requirements & Tech Stack

• 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.

Qualifications

• Education: Bachelor’s degree in Computer Science, Information Technology, Electronics & Telecommunications, or equivalent diploma.
• Experience: 0–2 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.