7+ years of experience in NOC operations, technical support, or helpdesk environments. Intermediate-level understanding of networking fundamentals (TCP/IP, VLANs, routing, switching, DNS, DHCP).
Basic knowledge of server infrastructure (Windows/Linux OS, virtualization concepts). Familiarity with ITIL principles (Incident, Problem, Change Management).
Hands-on experience with SolarWinds (preferred) or any monitoring tool. Ability to interpret monitoring dashboards, alerts, and performance trends.
Strong written and verbal communication skills especially for email and ticketing.
Logical thinking and structured troubleshooting approach. Willingness and flexibility to work rotational shifts and on-call rotations.
Proactive, detail-oriented, and customer-focused mindset.
Responsibilities:
Monitor network, server, and application health using SolarWinds or equivalent monitoring tools. Respond to and triage real-time alerts and incidents based on severity and impact.
Perform initial troubleshooting for common network and server issues (e.g., connectivity, performance, outages).
Escalate complex issues to Tier 2/3 teams with complete context, logs, and documentation. Assist in resolving incidents within defined SLAs using ITIL-based incident management processes.
Support routine network patching, cabling, and server rack activities under supervision. Perform basic server maintenance tasks (e.g., OS patching, rebooting, configuration checks).
Maintain accurate records of all incidents, actions taken, and resolutions in the ticketing system.
Communicate clearly and professionally via email, chat, and tickets with internal teams and stakeholders. Follow standard operating procedures (SOPs), change control, and security policies.
Participate in rotational shifts (day, night, weekend, holiday) as per operational requirements. Be available for on-call duty during off-hours and respond promptly to critical incidents.
Contribute to knowledge base articles and SOP improvements based on recurring issues. Stay updated on system changes, alerts, and operational trends through monitoring dashboards
