Network Engineer-NOC-L1 Support

Job Summary:

Nexapp Technologies Pvt Ltd is seeking a motivated and skilled NOC - Network Engineer L1 to join our Network Operations Center team. This role focuses on first-level troubleshooting, providing excellent customer support, managing incident responses, and ensuring timely resolution of network issues as per Service Level Agreements (SLAs). The ideal candidate will possess strong technical skills and the ability to communicate effectively with customers and internal teams.

Key Responsibilities:

• First-Level Troubleshooting:
  

• Monitor and analyse network performance to detect issues.
  
• Perform initial diagnostics and troubleshooting for network-related problems.
  
• Identify and resolve basic network hardware and software issues.
  
• Escalate complex problems to higher-level engineers as needed.
  

• Customer Support:
  

• Provide prompt and professional technical support to customers via phone, email, and chat.
  
• Understand and address customer concerns effectively, ensuring high satisfaction.
  
• Document customer interactions and solutions in the customer support system.
  

• Response and Resolution:
  

• Respond to network alerts and incidents promptly.
  
• Follow established protocols to resolve issues efficiently within SLAs.
  
• Communicate status updates to customers and stakeholders until resolution.
  

• Incident Management (Ticket Management):
  

• Create, manage, and track incident tickets in the incident management system.
  
• Ensure all incidents are documented accurately, including troubleshooting steps and resolutions.
  
• Prioritize and categorise incidents based on impact and urgency, ensuring adherence to SLAs.
  
• Collaborate with other NOC engineers and IT teams to ensure effective incident resolution.
  

• Vendor and IT Liaison:
  

• Liaise with last mile Services provider Vendors, partners and Its Associates as and when needed
  
• Coordinate with external vendors to ensure timely resolution of escalated issues.
  
• Maintain effective communication with vendors regarding last-mile Link uptime, Engineer Alignment at site
  

Requirements

• Understanding of basic networking concepts, including TCP/IP, DNS, DHCP, VLANs, and routing protocols.
  
• Familiarity with network monitoring tools such as Nagios, SolarWinds,  or similar
  
• Familiarity with any Ticketing management platform like, Zoho Desk, or ServiceNow. or similar
  
• Experience with network hardware Troubleshooting (routers, switches, firewalls, wireless access points).
  

• Basic knowledge of Windows and Linux operating systems.
  
• Ability to perform basic troubleshooting tasks on these platforms.
  

• Awareness of network security principles and best practices.
  
• Understanding of firewalls, VPNs, and other security technologies.
  
  

• Excellent verbal and written communication skills.
  
• Ability to explain technical concepts to non-technical customers clearly and effectively.
  

• Strong analytical and problem-solving abilities.
  
• Ability to think critically and troubleshoot issues methodically.
  

• Strong customer service orientation and interpersonal skills.
  
• Patience and empathy when dealing with customer concerns.
  

• Ability to work effectively as part of a team.
  
• Willingness to collaborate and share knowledge with colleagues.
  

• Ability to manage multiple tasks and prioritise effectively.
  
• Capability to work under pressure and meet deadlines.
  

• Liaise with last mile Services provider Vendors, partners and Its Associates as and when needed
  
• Coordinate with external vendors to ensure timely resolution of escalated issues.
  
• Maintain effective communication with vendors regarding system updates, patches, and upgrades.
  
• Familiarity with SD-WAN, MPLS, and similar networking technologies.
  
• Experience with NOC, Customer Support and Network troubleshooting 
  
• Proven hands-on network engineering and customer support experience
  
• Ability to diagnose and troubleshoot basic technical issues
  

Benefits

• Competitive salary and performance-based incentives.Health insurance and retirement plans
  
• Professional development opportunities and certifications.
  
• Flexible work environment and work-from-home options.
  
• Collaborative and supportive team culture.