Key skills
DNSFirewallsiOSServiceNowSwitchingTCP/IPJiraCommunicationFirewall
About this role
Role Overview
- 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.
- 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.
Requirements
- Bachelor's degree in IT / CS / Electronics (or equivalent experience)
- Certifications (preferred):
- CCNA (highly preferred)
- ITIL Foundation (good to have)
- NOC L1: 0–2 years experience in monitoring/support
- NOC L2: 2–5 years experience in network operations / troubleshooting
- 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)
Tech Stack
- DNS
- Firewalls
- iOS
- ServiceNow
- Switching
- TCP/IP
Benefits
- 16x5 rotational shifts (day/night/weekend/holiday as required)
- On-call support (for L2 in some organizations)
- May require handling multiple incidents simultaneously