Network Operations Center (NOC) Engineer – Level 1 / Level 2

Job Title

Network Operations Center (NOC) Engineer – Level 1 / Level 2

Department

IT Infrastructure / Network Operations / Managed Services

Job Summary

The NOC Engineer (L1/L2) is responsible for 16x5 monitoring, troubleshooting, and incident resolution of network and infrastructure systems to ensure high availability and performance. The role includes real-time monitoring, ticket handling, basic to intermediate troubleshooting, escalation to L3/Network Engineering teams, and maintaining operational documentation.

Key Responsibilities

NOC L1 Responsibilities (Entry / Junior)

• Monitor network and infrastructure alerts using tools such as SolarWinds,
• Perform initial triage of incidents and service requests.
• Create, update, and manage tickets in ServiceNow / Jira .
• Identify and categorize alarms: critical, major, minor, and perform first-level diagnosis.
• Perform basic troubleshooting for:
• Network connectivity issues
• LAN/WAN link status
• VPN down alerts
• DNS/DHCP reachability checks
• Interface errors, CRC, packet loss
• Execute standard operating procedures (SOPs) and runbooks.
• Escalate incidents to L2/L3 based on severity, impact, and SLA timelines.
• Communicate updates to users and stakeholders as per incident communication process.
• Participate in shift handovers and update logs properly.

NOC L2 Responsibilities (Intermediate / Experienced)

• Handle escalations from L1 and perform deeper troubleshooting for:
• Routing issues (BGP/OSPF/EIGRP basics)
• Switching issues (VLAN, trunking, STP)
• WAN/ISP circuit troubleshooting and coordination
• VPN tunnels (IPSec/SSL) monitoring and restoration
• Firewall policy or NAT-related connectivity issues (basic/moderate)
• Perform remote diagnostics using CLI:
• Cisco IOS / NX-OS
• Palo Alto (basic operational troubleshooting)
• Conduct log analysis and packet-level troubleshooting basics (tcpdump/Wireshark knowledge preferred).
• Perform planned maintenance support:
• Network changes monitoring
• Post-change validation
• Rollback support
• Work with vendors/ISPs to open TAC cases and follow up for resolution.
• Maintain and update operational documentation:
• Runbooks
• Knowledge base articles
• Incident RCA input (technical notes)
• Ensure SLA compliance and contribute to incident reporting.

Required Skills

Technical Skills

• Networking fundamentals: TCP/IP, OSI Model, subnetting
• Switching fundamentals: VLANs, trunking, STP
• Routing fundamentals: Static routes, OSPF/BGP basics
• Monitoring tools and alert triage
• Ticketing and ITIL incident management processes
• Basic understanding of:
• Firewalls
• VPNs
• DNS/DHCP
• Wireless concepts (preferred)

Soft Skills

• Strong troubleshooting mindset and ability to work under pressure
• Clear written communication (ticket notes, customer updates)
• Customer service orientation
• Shift discipline and proper handover documentation

Qualifications

• Bachelor’s degree in IT / CS / Electronics (or equivalent experience)
• Certifications (preferred):
• CCNA (highly preferred)
• ITIL Foundation (good to have)

Experience

• NOC L1: 0–2 years experience in monitoring/support
• NOC L2: 2–5 years experience in network operations / troubleshooting

Work Conditions

• 16x5 rotational shifts (day/night/weekend/holiday as required)
• On-call support (for L2 in some organizations)
• May require handling multiple incidents simultaneously

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