NOC Engineer

Job Overview

We are seeking a proactive Network Operations Center (NOC)Engineer to support and monitor enterprise IT services in a 24/7 environment. This role serves as the first point of contact for users, ensuring timely response, incident resolution, and service request handling across network and IT systems.

The ideal candidate is customer-focused, detail-oriented, and able to manage multiple support channels while maintaining high service standards.

Key Responsibilities

Monitoring & Incident Handling

• Monitor system alerts and respond to incidents, service requests, and user queries across multiple channels (calls, tickets, email, chat)
• Perform initial diagnosis and troubleshooting to resolve issues or escalate when required
• Ensure incidents are logged, tracked, and resolved within agreed service levels

User Support & Communication

• Provide timely updates to users on ticket status and resolution progress
• Deliver effective first-level support using established procedures and knowledge base
• Maintain clear and professional communication with users and stakeholders

Collaboration & Escalation

• Work closely with internal teams and resolver groups to ensure timely issue resolution
• Escalate complex or critical issues appropriately based on defined guidelines

Process & Service Improvement

• Identify gaps in existing processes and recommend improvements
• Contribute to knowledge base updates and documentation where needed

Requirements

Technical & Functional Skills

• Basic knowledge of networking concepts (LAN, WAN, WLAN)
• Exposure to IT environments including cloud, security, or collaboration tools is an advantage
• Familiarity with IT service management practices (ITIL)

Experience

• Prior experience in IT support, service desk, or NOC environment preferred
• Experience handling tickets, incidents, or customer support requests

Certifications

• ITIL Foundation certification required
• CompTIA A+ or equivalent is an advantage

Soft Skills

• Strong communication and customer service skills
• Ability to work in a structured and process-driven environment
• Good problem-solving and troubleshooting mindset
• Able to work on rotating shifts (24/7 support environment)

Please send your detailed resume in MS Word format to resume@goldtecHRs.com with

• Education Level
• Working experiences
• Each employment background
• Reason for leaving each employment
• Last drawn salary
• Expected salary
• Date of availability