The Role
Monitors customer networks, systems, and managed services; reviews alerts and tickets; performs basic troubleshooting; documents incidents; communicates status updates; and escalates complex issues to senior engineers. The role follows NOC procedures, SLAs, escalation paths, and change-management processes while supporting maintenance activities and ticket queue management. It requires strong communication, attention to detail, customer focus, and willingness to work permanently from home on a night shift.
Summary Generated by Built In
SUMMARY
The Level 1 NOC Engineer serves as the first line of support for monitoring customer networks, systems, and managed services. The role focuses on monitoring alerts and incoming tickets, performing basic troubleshooting and response actions, communicating updates, and escalating issues to senior engineers when required.
The ideal candidate is customer-focused, detail-oriented, organized, and comfortable working with monitoring and ticketing platforms. This is an entry-level NOC role and does not require extensive troubleshooting or advanced remediation experience.
JOB RESPONSIBILITIES
• Monitor customer networks, systems, and managed services using monitoring and infrastructure management platforms.
• Review alerts and incoming tickets and determine the appropriate initial action.
• Perform basic checks and troubleshooting using tools such as ping, traceroute, remote access utilities, and monitoring dashboards.
• Create, update, and maintain service tickets accurately and according to SLA requirements.
• Escalate incidents to Level 2/Level 3 engineers when issues require advanced troubleshooting or remediation.
• Send timely customer notifications and provide status updates as needed.
• Maintain accurate documentation of incidents, troubleshooting steps, actions taken, and communications.
• Monitor ticket queues and customer environments during assigned coverage periods.
• Assist with routine maintenance activities, monitoring validation, patch verification, and scheduled changes.
• Follow established NOC procedures, escalation paths, SLAs, and change management processes.
• Collaborate with senior engineers and NOC team members to support timely incident resolution.
• Participate in training and technical development activities.
Requirements
QUALIFICATIONS
• 1+ year of experience in a NOC, help desk, technical support, IT operations, or similar environment preferred.
• Strong written and verbal communication skills.
• Basic understanding of networking, systems, or IT infrastructure.
• Familiarity with monitoring and ticketing systems is preferred.
• Comfortable navigating technical tools and graphical interfaces after training.
• Ability to multitask and manage multiple alerts or tickets simultaneously.
• Strong attention to detail and accurate documentation skills.
• Customer-focused with a professional and responsive approach.
• Willingness to learn and develop technical skills in networking, cloud infrastructure, voice services, and managed IT operations.
• Able to follow established procedures and escalate issues appropriately rather than attempting advanced remediation independently.
SKILLS/TOOLS
• PRTG
• Freshservice
• Zabbix
• Slack
• Email platforms
• Basic network monitoring and troubleshooting tools
• Ticketing and remote access tools
JOB REQUIREMENTS
• Should be willing to accept a long-term work-from-home arrangement.
• Should be amenable to a permanent night shift schedule.
Skills Required
- 1+ year of experience in a NOC, help desk, technical support, IT operations, or similar environment
- Strong written and verbal communication skills
- Basic understanding of networking, systems, or IT infrastructure
- Familiarity with monitoring and ticketing systems
- Ability to navigate technical tools and graphical interfaces after training
- Ability to multitask and manage multiple alerts or tickets simultaneously
- Strong attention to detail and accurate documentation skills
- Customer-focused and professional communication approach
- Willingness to learn networking, cloud infrastructure, voice services, and managed IT operations
- Ability to follow procedures and escalate issues appropriately
- Willingness to accept a long-term work-from-home arrangement
- Willingness to work a permanent night shift schedule
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The Company
What We Do
ScalableOS is an expert offshoring company that connects growth-focused businesses with exceptional global talent, providing tailored offshore staffing solutions to enhance business efficiency and drive growth.
