NOC Technician

About the Role:

The NOC Technician is responsible for monitoring and maintaining the health and availability of network, infrastructure, and application systems in a 24x7 operations environment. This role combines Network Operations Center (NOC) responsibilities with Level 1 (L1) support and Service Desk activities, serving as the first line of defense for incident detection, troubleshooting, and resolution.

The role involves proactive monitoring, handling alerts, managing incidents and service requests, and providing timely support to end users while ensuring adherence to defined SLAs. The NOC Technician collaborates closely with engineering, operations, and support teams to maintain system reliability, minimize downtime, and improve overall service quality.

Responsibilities:

• Monitor and maintain the health of network and system infrastructure through daily reviews and proactive checks
• Add or remove devices from monitoring tools based on operational requirements
• Track and report on the status, availability, and performance of all monitored systems
• Respond promptly to requests for onboarding new systems, devices, or services into monitoring
• Configure and manage monitoring tools, alerting mechanisms, and escalation workflows
• Log, categorize, prioritize, and manage incidents and service requests using ITSM/ticketing systems
• Act as the first point of contact for users, providing timely updates and support for service desk tickets
• Perform initial triage, troubleshooting, and resolution of Level 1 incidents and user-reported issues
• Escalate and route unresolved or complex issues to appropriate L2 teams, ensuring proper documentation and follow-through
• Track incidents and service requests through to closure while adhering to defined SLAs
• Troubleshoot network and infrastructure components including routers, switches, firewalls, VPNs, and voice systems
• Provide Level 1 support for applications, including Informatica workflows
• Support end-user issues related to access, connectivity, and basic application functionality
• Collaborate with operations and engineering teams to validate alerts and reduce false positives
• Support patching activities, scheduled maintenance, and change/release management processes
• Maintain accurate documentation of incidents, resolutions, and operational procedures
• Identify recurring issues and contribute to continuous improvement of monitoring and incident management processes

Looking For

• 6–12 months of experience in NOC, IT operations, or infrastructure support environments
• Basic hands-on exposure to monitoring tools and data center technologies
• Ability to work in a 24x7 operational environment with flexible/non-standard business hours
• Strong interest in infrastructure monitoring, incident management, and troubleshooting

Mandatory Skills

A. Technical Skills

• Basic understanding of networking protocols (TCP/IP, SSH, SFTP, HTTP)
• Hands-on exposure (6-12 months) to monitoring tools such as SolarWinds, Dynatrace, Pingdom, or similar
• Basic data center knowledge including exposure to technologies such as Windows, Linux, Cisco, VMware, Oracle, Public Cloud, or HCI
• Foundational knowledge of virtualization and cloud technologies
• Basic understanding of VoIP technologies
• Familiarity with ITSM concepts and ticketing systems

B. Soft Skills

• Strong troubleshooting and analytical skills with a structured problem-solving approach
• Ability to multitask and prioritize workload effectively
• Strong written and verbal communication skills
• High attention to detail and accuracy
• Ability to work independently and take ownership of tasks
• Willingness to learn and adapt in a fast-paced environment

Good to Have Skills

• Exposure to automation or basic scripting (e.g., Python, Shell scripting)
• ITIL certification or familiarity with ITIL practices
• Certification in networking or related IT domains (e.g., CCNA, CompTIA Network+, etc.)

Diploma, or Bachelor's degree in IT, Computer Science, or a related field (preferred)

• Work Model: Onsite (Work from the office all days)
• Working Hours: 24x7 rotational shifts including nights, weekends, and holidays