Sr Engineer (Support & Operations)

Job Summary

We are looking for a Network Operations Center (NOC) Engineer with 2-3 years of experience in monitoring, supporting, and troubleshooting enterprise network infrastructure. The role is responsible for proactively monitoring network availability and performance, responding to alerts and incidents, performing initial troubleshooting, and coordinating with network and infrastructure teams to restore services within agreed SLAs. The ideal candidate should have hands-on knowledge of LAN/WAN, TCP/IP, DNS, DHCP, routing and switching, along with experience using network monitoring and ITSM tools. The engineer should be comfortable working in a 24x7 operations environment supporting business-critical infrastructure and following established incident, escalation, and communication processes.

Key Responsibilities

Monitor network devices, links, services, and infrastructure using tools such as SolarWinds, PRTG, LogicMonitor, Nagios, or similar monitoring platforms.

• Respond to network alerts and incidents, perform Level 1/Level 2 troubleshooting, and restore services within agreed SLA targets.
• Troubleshoot issues related to LAN/WAN connectivity, TCP/IP, DNS, DHCP, routing, switching, VPN, packet loss, latency, and network availability.
• Monitor routers, switches, firewalls, wireless infrastructure, WAN circuits, and other network components, escalating complex issues to senior network teams or service providers when required.
• Create, update, track, and resolve incident and service-request tickets using ITSM platforms such as ServiceNow.
• Perform initial incident analysis, capture relevant diagnostic information, and follow established incident, major-incident, and escalation procedures.
• Coordinate with network teams, service desk, infrastructure teams, ISPs, telecom providers, and other support groups during service disruptions.
• Provide timely incident updates and maintain clear communication with relevant technical teams and stakeholders.
• Perform routine operational checks, health monitoring, shift handovers, and maintain accurate operational documentation and knowledge articles.
• Support continuous service improvement by identifying recurring network incidents, alert patterns, and opportunities to improve monitoring and operational processes.

Skill Requirements

Good understanding of TCP/IP, OSI model, IPv4, subnetting, DNS and DHCP.

• Working knowledge of routing and switching concepts, including VLANs, STP, static routing and common routing protocols such as OSPF and BGP.
• Understanding of enterprise LAN, WAN, VPN and wireless networking.
• Basic knowledge of firewalls, network security and access-control concepts.
• Experience with network troubleshooting commands and techniques such as ping, traceroute/tracert, nslookup, ipconfig/ifconfig and route analysis.
• Experience with network monitoring platforms such as SolarWinds, PRTG, LogicMonitor, Nagios, Zabbix, or equivalent tools.
• Familiarity with ServiceNow or another ITSM/ticketing platform.
• Understanding of ITIL-based Incident Management, Request Management, Problem Management and escalation processes.

Other Requirements

NA