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.