Job description
Job Title:
NOC Engineer – Service Delivery (L1 – Voice)
Location: Mumbai (Work from Office)
Department: GNOC
Experience: 0–1 Year
Shift: 24×7 Rotational Support
Job Summary
We are looking for a motivated Engineer – Service Delivery (L1) to support enterprise Voice and Unified Communication platforms. The candidate will be responsible for first-level incident handling, monitoring, and troubleshooting while ensuring SLA-driven support in a 24×7 operational environment.
Required Technical Skills
Strong foundation in IT / Telecommunications (Degree/Diploma preferred)
Basic understanding of PBX and Avaya systems (Avaya certification is an added advantage)
Understanding of IP Telephony and VoIP fundamentals
Basic knowledge of networking concepts (TCP/IP, VLAN, Routing basics)
Familiarity with ticketing tools such as ServiceNow (preferred)
Soft Skills
Strong troubleshooting and analytical mindset
Good reasoning and problem-solving abilities
Effective verbal and written communication skills
Client-focused and service-oriented approach
Ability to work in a team and handle pressure in SLA-driven environments
Key Responsibilities
Provide L1 support for Avaya Communication Manager, Session Manager, and related voice applications
Monitor and manage incidents via ServiceNow, ensuring timely updates and SLA adherence
Perform initial diagnosis, basic call trace analysis, and escalate issues to L2/L3 teams when required
Handle user requests such as extension creation/modification, call routing, hunt groups, and voicemail configuration
Perform proactive monitoring of trunks, gateways, and voice infrastructure
Coordinate with internal teams and stakeholders for issue resolution
Support scheduled maintenance activities and documentation updates
Ensure adherence to SOPs, compliance standards, and defined service processes
Skills Required
- Strong foundation in IT or telecommunications
- Degree or diploma in a relevant field
- Basic understanding of PBX and Avaya systems
- Understanding of IP telephony and VoIP fundamentals
- Basic knowledge of networking concepts, including TCP/IP, VLANs, and routing
- Familiarity with ServiceNow or similar ticketing tools
- Strong troubleshooting and analytical abilities
- Effective verbal and written communication skills
- Ability to work in a team and handle pressure in an SLA-driven environment
Black Box Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Black Box and has not been reviewed or approved by Black Box.
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Healthcare Strength — Healthcare coverage is described as comprehensive, spanning medical and prescription drug coverage plus dental and vision plan options. Life and disability protections are also included, along with EAP and emergency travel assistance.
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Leave & Time Off Breadth — Time-off offerings are described as broad, including paid time off, company holidays, floating holidays, and multiple leave types such as jury duty and bereavement leave. Paid time off and benefits are also characterized as “good” in at least one recent account.
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Retirement Support — Retirement and tax-advantaged savings options include a 401(k), FSAs, and an HSA with company contributions. A company match is also cited in one instance, suggesting some employer support for retirement saving.
Black Box Insights
What We Do
Black Box is a global digital infrastructure integrator delivering network and system integration services and solutions, support services, and technology products to businesses in the United States, Europe, India, Asia Pacific, the Middle East, and Latin America and has around 4,000 professionals globally. Black Box has strong service offerings in network integration, digital connectivity infrastructure, data center build-out, modern workplace, and cybersecurity for businesses across various industries including financial services, technology, healthcare, retail, public services like airports; manufacturing, and other sectors.
