Job Description We are hiring L1 and L2 NOC Engineers with mandatory hands-on experience in monitoring and ticketing tools . The selected candidates will be responsible for 24/7 network and infrastructure monitoring, incident handling, and support escalation to ensure service continuity and performance. Key Responsibilities L1 NOC Engineer 24x7 monitoring of IT infrastructure using enterprise-grade tools (e.g., PRTG, Zabbix, SolarWinds, Nagios, Prometheus, etc.). Log and manage incidents/tickets using ITSM tools like ServiceNow, Freshservice, ManageEngine, Jira Service Desk, etc. Perform basic troubleshooting of alerts related to network, servers, or applications. Escalate unresolved issues to L2 or relevant teams with complete documentation. Follow SOPs and SLAs strictly for incident acknowledgment and resolution. Maintain shift logs, incident records, and provide timely updates to clients/stakeholders. L2 NOC Engineer Handle escalated issues from L1 and perform advanced troubleshooting of networks, servers, and cloud infrastructure. Deep dive into logs, performance metrics, and alerts to identify root causes. Work closely with ISPs, vendors, and internal teams to resolve issues within SLA. Perform routine checks, patching, and preventive maintenance. Configure and fine-tune monitoring and alerting systems. Provide detailed incident and RCA reports, and train/mentor L1 engineers. Must-Have Skills For L1: Minimum 1 year of experience in monitoring and ticketing environments. Familiarity with monitoring tools (e.g., PRTG, Zabbix, Nagios, SolarWinds). Experience with ticketing systems (ServiceNow, Jira, Freshservice, etc.). Strong analytical and communication skills. Ability to work in rotational shifts including night shifts. For L2: Minimum 2 years of experience in NOC operations and tools. Expertise in monitoring systems and ticket lifecycle management. Proficient in troubleshooting LAN/WAN, Windows/Linux servers. Strong knowledge of TCP/IP, DNS, DHCP, routing, and switching. Experience with escalation handling and RCA preparation. Preferred certifications: CCNA, CCNP, MCSA, RHCE, ITIL. Preferred Tools & Platforms Monitoring: Zabbix, PRTG, SolarWinds, Grafana, Prometheus Ticketing: ServiceNow, Freshservice, Jira Service Desk, ManageEngine Others: SNMP, Syslog, Log analyzers, ITIL-based workflows
Key Responsibilities: Lead and mentor a team of L1 NOC engineers, ensuring high performance and continuous development. Monitor network performance, servers, and infrastructure tools for alerts or outages. Respond to incidents, triage network/system alerts, and escalate issues as needed. Coordinate with Level 2/3 teams for complex issue resolution. Maintain documentation for network operations, troubleshooting steps, and SOPs. Ensure shift handovers are smooth with clear communication and reporting. Provide regular status updates to management and clients during incidents or outages. Conduct periodic training and knowledge sharing sessions for L1 engineers. Ensure SLAs and KPIs are consistently met. Take ownership of incident reporting, post-mortem analysis, and follow-up actions. Required Skills & Qualifications: Bachelors degree in Computer Science, Information Technology, or related field. Minimum 3 years of experience in NOC or IT Infrastructure Support. Strong understanding of networking concepts (TCP/IP, DNS, DHCP, VPN, routing/switching). Experience with NMS tools like SolarWinds, Nagios, Zabbix, or similar. Familiarity with ticketing systems (ServiceNow, Jira, etc.). Excellent verbal and written communication skills. Proven ability to lead a team in a high-pressure environment. Strong analytical and problem-solving abilities. Willingness to work in shifts, including nights and weekends, as required. Preferred: Network certifications (CCNA, CompTIA Network+). Experience with NOC monitoring
Role Summary We are hiring L1 and L2 IT Support Engineers to join our technical support team. You will handle customer issues across hardware, software, network, and security systems. Strong communication in English (spoken and written) is mandatory to ensure smooth interactions with global clients. Responsibilities L1 Support Engineer First point of contact for customer technical issues via calls, chat, or tickets. Provide basic support for Windows OS, email issues, password resets, and software installations. Record all support activity in the ticketing system with clear and professional communication. Escalate complex issues to the L2 team with proper documentation. L2 Support Engineer Manage escalated tickets requiring in-depth troubleshooting and resolution. Administer and support tools like Active Directory, Office 365, VPN, and system updates. Investigate root causes, analyze logs, and collaborate with internal teams or vendors. Create knowledge base articles and mentor L1 team when needed. Requirements For Both Roles Excellent English communication must be fluent in reading, writing, and speaking. Strong customer service mindset. Willingness to work in rotational shifts including nights and weekends. L1 Role 1-2 years of IT support/helpdesk experience. Familiarity with ticketing tools (e.g., ServiceNow, Zendesk, Freshdesk). Basic knowledge of Windows OS, MS Office, email setup, and networking. L2 Role 3-5 years of experience in infrastructure and application support. Proficiency with Windows Server, Active Directory, DNS, DHCP, VPN, and O365. Ability to perform root cause analysis and resolve escalated incidents.
Proactively monitor servers, networks, and endpoints via RMM/NMS tools. Perform initial triage and resolve basic incidents such as: Password resets, account lockouts, login failures. VPN connectivity issues. Printer, email, and desktop support. Provident fund Annual bonus Health insurance
Role summary Were hiring a hands-on Network Operations Engineer to own L3 support for ~32 firewalls (Meraki MX & FortiGate VM in Azure) and L1 support for ~253 Meraki MS/MR switches and access points. Youll lead critical security incidents, execute planned changes, and keep enterprise networks healthy and documented. What youll do Firewall (L3, 247) Troubleshoot and resolve P1/P2 incidents: HA failover, VPN/SD-WAN, policy/NAT, performance, content filtering, IDS/IPS. Plan and execute change windows: firmware upgrades, rulebase changes, routing updates; maintain backups and rollback plans. Operate Meraki MX (64/84/85/100, incl. HA pairs) and FortiGate FGT_VM64 in Azure (VNets, UDRs, IPsec/ER, load balancers). Produce RCAs, hardening recommendations, and health reports; coordinate with Vendor TAC. Switching & Wi-Fi (L1, 85) Monitor & triage Meraki MS/MR alerts; perform runbook fixes (port/VLAN, PoE, RF/channel, client troubleshooting). Document tickets thoroughly and escalate to L2/L3 with diagnostics (logs, captures, screenshots). Maintain accurate inventory and configuration hygiene. Operations & Quality Tune monitoring and alert thresholds; contribute to runbooks and automation (basic API/CLI scripting). Communicate clearly with customers during incidents and changes. Must-have qualifications 4–7+ years in Network/NOC/SecOps with deep firewall experience. Strong hands-on with Cisco Meraki MX and FortiGate (preferably VM in Azure) . Solid knowledge of routing (BGP/OSPF/Static), NAT, IPsec/SSL VPN, HA, ACL/policy , logging/SIEM basics. Practical experience in Meraki Dashboard for MS/MR client/RF troubleshooting. Comfortable with 247 rotations , leading P1 bridges, and writing crisp RCAs. Scripting for ops (any of Python/PowerShell/Bash) and basic REST/API usage. Nice to have Certifications: ECMS (CMNA/ECMS1/2), Fortinet NSE4+, Azure AZ-700 , CCNA/CCNP , ITIL . Experience with monitoring tools (PRTG/LogicMonitor/SolarWinds) and SIEM (Sentinel/Splunk). Exposure to IaC/Terraform for FortiGate in Azure.
Roles & Responsibilities NOC Engineer (L1 / L1 Lead / L2) Core (All) 247 NOC ops: monitor alerts, handle tickets on phone (Zoho Desk / ServiceDesk Plus), set ETAs, document clearly. Follow runbooks, maintain KB, clean shift handovers, join incident bridges (Teams/Zoom). Tools: Site24x7 , ManageEngine OpManager/Endpoint Central , Grafana, Azure/AWS monitors. Clear spoken/written English for customer calls & updates. L1 — First-Line Monitoring & Triage First response: basic CLI checks, service restarts, log capture/screen-share (Zoho Assist/Quick Assist). Quick triage: ping/DNS traceroute port/link; VPN (FortiClient), CPU/RAM/Disk, backups, M365 basics. Escalate to L2 with complete evidence when beyond runbook or repeated impact. L1 Lead — Queue, Quality & People Own live queue & call floor; pickup SLAs, breach prevention; manage helpline/bridges. Drive quality: notes/call QA audits, daily WIP/SLA/aging; refreshers; runbooks/KB upkeep. Reduce noise: tune Site24x7/OpManager thresholds/dependencies; roster & onboarding; act IC for P3/P2. L2 — Advanced Troubleshooting, Changes & RCA Deep-dive: routing/switching/SD-WAN/IPSec (Fortinet/Cisco), Windows/Linux, VMware/Hyper-V, Azure/AWS. Execute standard/emergency changes under change control; coordinate ISPs/OEM TAC. Lead P1/P2 bridges , provide ETRs, restore service; deliver RCA/CAPA; tune monitoring/automation. Preferred Candidate Profile — NOC Engineer (L1 / L1 Lead / L2) Common Strong English (phone etiquette, clear updates); Hindi preferred. 247 rotational shifts; occasional on-call. One monitoring ( Site24x7/OpManager/PRTG/Zabbix/Datadog ) + one ITSM ( Zoho Desk/SDP ). Basics: TCP/IP, DNS/DHCP, LAN/WAN, VPN; Windows/Linux; ITIL mindset & disciplined notes. L1 (0–2 yrs) Fast triage, follow runbooks, create/update tickets during calls ; capture evidence. Plus: CCNA/NSE1–3, ITIL v4, PowerShell/Bash, Azure/AWS basics. L1 Lead (2–4 yrs; 1 yr lead) Managed 4–10 engineers; queue & voice KPIs (AHT/CSAT/FCR). Admin in Zoho/SDP & Site24x7/OpManager; coaching & noise reduction. Plus: ITIL v4, CCNA/NSE4, reporting (Excel/Grafana), basic automation/macros. L2 (2–5 yrs) FortiGate/Cisco, IPSec/SSL VPN, SD-WAN; Windows Server/AD/DNS, Linux; VMware/Hyper-V. Azure/AWS networking; lead bridges; author RCA/CAPA; tune Site24x7/OpManager; operate Zoho/SDP workflows. Plus: CCNP/CCNA, NSE4+, Azure/AWS Associate, ITIL v4, API/scripting.