NOC Level 1 Engineer

Purpose of the Job:
To monitor client environments, identify potential issues, and provide first-level support to ensure uptime and service availability, while assisting in the efficient resolution of incidents through escalation and automation.

Description:
As a NOC Level 1 Engineer, you will focus on monitoring core systems, addressing and resolving common technical issues, and escalating more complex incidents to higher-level support teams. You will play a critical role in maintaining the health and performance of client infrastructures by responding to alerts and performing routine tasks according to established procedures. This position requires a customer-first attitude, strong problem-solving skills, and attention to detail.

Duties and Responsibilities:

• Monitoring & Alert Response: Proactively monitor network systems and environments, respond to alerts, and identify potential issues before they escalate.
• Incident Resolution: Provide first-level support by resolving common incidents and service requests in accordance with established SLAs.
• Ticket Management: Accurately document incidents, actions taken, and resolutions in the PSA system, ensuring thorough and timely updates.
• Escalation: Escalate complex issues or problems that are beyond Level 1 expertise to Level 2 or Level 3 teams for further resolution.
• Basic Troubleshooting: Perform initial diagnosis and troubleshooting of network, server, and infrastructure issues.
• Client Communication: Provide clear and concise updates to clients regarding the status of their incidents and service requests.
• Routine Maintenance: Assist with basic infrastructure maintenance tasks, such as software updates, patching, and system checks.
• Collaboration: Work closely with the Service Desk and NOC Level 2 engineers to resolve incidents and improve service delivery.
• Vendor Coordination: Engage with third-party vendors to report and resolve simple hardware or software issues under their purview.
• Documentation & SOP Adherence: Follow company procedures and document all activities in the PSA system, ensuring adherence to SOPs and best practices.
• Learning & Development: Continuously improve your technical skills by learning from more senior engineers, attending training, and staying current with technology trends.

Skills and Competencies:

• Basic understanding of networking, servers, and IT infrastructure.
• Familiarity with monitoring tools and ticketing systems.
• Strong customer service and communication skills.
• Ability to follow procedures and work within structured frameworks.
• Willingness to learn and grow in the role.