Network Operations Engineer I - Client Onsite

Our Tier 1 NOC Engineer will be the first point of contact for network monitoring, troubleshooting, and incident resolution in a data center network environment. This role is responsible for proactively identifying network issues, managing tickets, escalating incidents as needed, and ensuring the stability of critical network infrastructure.

Our Tier 1 NOC Engineer will operate within a structured ticketing system, ensuring efficient alert acknowledgment, fault isolation, and escalation processes. They will follow documented Methods of Procedure (MOPs) and Standard Operating Procedures (SOPs) to drive continuous operational improvements and maintain high availability.

• Operate and troubleshoot Data Center networks, including associated routing and switching devices.

• Perform fault isolation and resolution based on troubleshooting outcomes.

• Detect and diagnose various error/failure conditions across a range of network device types.

• Coordinate with smart hands teams and network equipment manufacturers to resolve issues and restore service.

• Work cross-functionally and cross-regionally with other network operational support teams.

• Partner with internal teams to escalate and restore service, minimizing impact to operations.

• Monitor the DC network infrastructure ticket queue, taking action on alerts or issues in accordance with Service Level Agreements (SLAs).

• Acknowledge, track, and document all incidents, ensuring detailed records of troubleshooting steps and resolution processes.

• Categorize incidents based on severity, impact, and urgency, ensuring proper prioritization.

• Manage and escalate critical events, maintaining clear and concise communication with stakeholders.

• Ensure up-to-date tracking of incident resolution steps, maintaining accurate logs in ticketing systems.

• Monitor blocked cases and assist in resolving ticket escalations, ensuring adherence to operational workflows.

• Document and optimize operational processes and procedures, ensuring best practices are followed.

• Support deployment, move, add, and change teams for data center network operations.

• Partner with audit teams to ensure accurate inventory and documentation of network infrastructure.

• Follow Return Merchandise Authorization (RMA) processes and procedures for all relevant vendors.

• Maintain up-to-date documentation on network changes, such as VLANs, subnet configurations, and DNS updates.
   

• Contribute to the creation of monitors, alerts, dashboards, and metrics to drive efficiency improvements.

• Identify areas for automation and participate in developing solutions using scripting or coding skills (Python, C, C++ preferred).

• Recommend enhancements to monitoring tools, ticketing workflows, and operational best practices.

• Understanding of networking fundamentals, including IP addressing, VLANs, routing, and switching.

• Experience with network monitoring tools (e.g., SolarWinds, Nagios, PRTG, or similar).

• Knowledge of ticketing systems (e.g., ServiceNow, Jira, or equivalent).

• Familiarity with troubleshooting physical network components, including cables, patch panels, optics, and transceivers.

• Ability to diagnose and isolate Layer 1–3 network issues and escalate as needed.

• Basic knowledge of command-line interfaces (CLI) for routers and switches is a plus.

• Strong problem-solving skills with a proactive approach to troubleshooting.

• Excellent communication and documentation skills for incident reporting and escalation.

• Ability to work in a fast-paced environment, prioritizing tasks effectively.

• Detail-oriented mindset, ensuring accuracy in logs, ticket updates, and network documentation.

• Associate’s or Bachelor’s degree in IT, Networking, or a related field (or equivalent experience).

• 1-2 years of experience in a technical support, help desk, or NOC role preferred.

• Certifications preferred:

• CCNA (Cisco Certified Network Associate)

• Network+ (CompTIA)