L2 - TECH SUPPORT SPECIALIST

Job description

Job Title: NOC Engineer – Level 2 (L2) / Level 3 (L3)

Department: Network Operations

Location: [Coimbatore]

Reporting To: NOC Manager / Network Lead

Type: Full-time, Shift-based (24x7 support)

About the Organization

We are a leading Class A Internet Service Provider (ISP) delivering Broadband,

Dedicated Leased Line, and IPTV services to residential and enterprise customers

across [region/country]. Our network is powered by MPLS, VPLS, GPON, and Metro

Ethernet technologies to ensure high-availability, low-latency connectivity.

Role Overview

As a NOC L2/L3 Technician, you will be responsible for the monitoring, troubleshooting,

escalation, and resolution of network issues related to IP/MPLS core, VPLS circuits,

customer broadband issues, IPTV streaming, and leased line performance. You will

work closely with the L1 team, field engineers, and network architects to ensure uptime

and SLA compliance.

Key Responsibilities

L2 Technician Responsibilities:

Monitor NMS/EMS platforms for alarms (Zabbix, SolarWinds, PRTG, etc.).

Perform first-line diagnosis of MPLS/VPLS circuits, broadband DSL/GPON issues, and

IPTV streaming problems.

Coordinate with L1 and Field Support teams for onsite troubleshooting.

Escalate unresolved issues to L3/NPE/engineering as per SLA timelines.

Execute routine maintenance activities (port flaps, device reloads, etc.).

Raise and manage tickets via tools like Remedy, Freshdesk, or ServiceNow.

Perform basic router/switch checks using CLI (Cisco/Juniper/Huawei/Arista).

Maintain SLA and KPI, KRA

Document and update SOPs for recurring issues.

Technical Skills & Experience

• MPLS (LDP, RSVP, TE):Strong understanding
  

• VPLS/L2VPN:Strong hands-on
  

• OSPF, BGP:Advanced troubleshooting
  

• IPTV (Multicast, IGMP, QoS):Deep debugging
  

• GPON/OLT/ONT:Advanced config (optional)
  

• BRAS/BNG:Config and auth debugging
  

• Packet capture tools (Wireshark, tcpdump):Required
  

• Routers/Switches (Cisco, Juniper, Huawei):Full config/debug
  

• NMS/EMS tools:Same
  

• Ticketing systems:Same
  

• Linux/CLI scripting:Bash/Python preferred
  

2–4 years of NOC/ISP experience

CCNA / JNCIA or equivalent in Networking/Telecom/CS

Bachelor's degree in Computer Science, Information Technology, or a related field.

NOC or IT infrastructure environment, including 2+ years in a senior or L2 role.

Requirements

• Knowledge and Skills:
  

• Advanced knowledge of network protocols and technologies.
  

• Strong troubleshooting and problem-solving skills.
  

• Experience with network security and firewalls.
  

• Ability to work with complex systems and applications.
  

• Excellent communication and collaboration skills.