About the job 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.