L1 NOC Support Engineer

We are seeking a proactive and detail-oriented L1 NOC Support Engineer to provide 24x7 monitoring and first-level support for IT infrastructure, applications, and network systems. The role involves continuous monitoring, incident detection, initial troubleshooting, and escalation to higher support teams to ensure minimal downtime and optimal system performance.

Location: Remote

Responsibilities

• Monitor IT infrastructure, networks, servers, and applications using monitoring tools in a 24x7 shift environment (including night shifts and weekends)
• Identify, log, and respond to alerts, incidents, and service requests in a timely manner
• Perform initial troubleshooting and root cause identification for recurring issues
• Escalate unresolved incidents to L2/L3 teams as per defined SLAs
• Maintain incident tickets and ensure accurate documentation in ITSM tools (e.g., ServiceNow, Remedy, Jira)
• Follow standard operating procedures (SOPs) and ensure compliance with organizational policies
• Provide status updates to stakeholders regarding incident progress
• Perform routine health checks of systems, applications, and network devices
• Coordinate with cross-functional teams during outages and major incidents
• Ensure adherence to SLA/KPI targets and uptime requirements

Requirements

• Bachelor’s degree or diploma in Computer Science, IT, or related field
• 0–3 years of experience in NOC / IT Support
• Basic understanding of: Networking concepts (TCP/IP, DNS, DHCP, VPN), Windows/Linux operating systems, Server and application monitoring
• Familiarity with monitoring tools such as: SolarWinds, Nagios, Zabbix, PRTG, Datadog, Splunk (basic awareness)
• Knowledge of ITIL processes (Incident, Problem, Change Management)
• Strong analytical, troubleshooting, and communication skills