NOC Engineer (Network Operations Center)

Job Overview

We are looking for a proactive Network Operations Center (NOC) Engineer to support and monitor enterprise IT services in a 24/7 operations environment. This position is the first point of contact for users, responsible for ensuring prompt responses, incident resolution, and handling service requests across network and IT systems.

The successful candidate will be customer-focused, detail-oriented, and capable of managing multiple support channels while consistently delivering high service quality.

Key Responsibilities

Monitoring & Incident Handling

• Monitor system alerts and address incidents, service requests, and user inquiries across multiple channels (calls, tickets, email, chat)
• Carry out initial diagnosis and troubleshooting to resolve issues or escalate appropriately when necessary
• Confirm that incidents are documented, monitored, and resolved within agreed service levels

User Support & Communication

• Provide timely updates to users regarding ticket status and resolution progress
• Offer effective first-level support by following established procedures and using the knowledge base
• Keep communication with users and stakeholders clear, professional, and consistent

Collaboration & Escalation

• Partner with internal teams and resolver groups to support timely resolution of issues
• Escalate complex or high-impact issues according to defined guidelines

Process & Service Improvement

• Review current processes to spot gaps and propose actionable improvements
• Assist with knowledge base updates and documentation as needed

Requirements

Technical & Functional Skills

• Basic knowledge of networking concepts (LAN, WAN, WLAN)
• Exposure to IT environments including cloud, security, or collaboration tools is an advantage
• Familiarity with IT service management practices (ITIL)

Experience

• Prior experience in IT support, service desk, or NOC environment preferred
• Experience handling tickets, incidents, or customer support requests

Certifications

• ITIL Foundation certification required
• CompTIA A+ or equivalent is an advantage

Soft Skills

• Strong communication and customer service skills
• Ability to operate effectively in a structured, process-oriented environment
• Good problem-solving and troubleshooting mindset
• Able to work rotating shifts (24/7 support environment)

Please send your detailed resume in MS Word format to [HIDDEN TEXT] with

• Education Level
• Working experiences
• Each employment background
• Reason for leaving each employment
• Last drawn salary
• Expected salary
• Date of availability