NOC Engineer (L1 and L1 Lead / L2)

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.