Network Operations Engineer (NOC) Level 1

Role Overview

Serve as a key contributor in the continuous monitoring and management of network infrastructure, ensuring 24/7 operational excellence and alignment with business requirements for GACA. This role demands proactive problem identification, timely issue resolution, and comprehensive reporting to maintain high availability and performance standards.

Key Responsibilities

• Maintain round-the-clock surveillance and administration of network and infrastructure components.
• Coordinate directly with vendors for infrastructure support and issue resolution.
• Conduct on-site system health evaluations post-troubleshooting as necessary.
• Efficiently log, track, and manage incidents through an ITSM platform.
• Be available for on-site support on a 24/7 basis if the situation calls for it.
• Oversee complete infrastructure management for optimal operation.
• Generate periodic infrastructure status reports detailing health, capacity, and incidents, with monthly reporting standard and weekly on request.
• Serve as a liaison via a designated Remote Service Delivery Manager for streamlined communication.
• Manage an online dashboard that transparently indicates device or business impact downtime for managed components.
• Develop and uphold clear Service Level Agreements to govern service quality.
• Adopt ITIL framework-aligned IT service management processes following leading global practices.
• Draft and document monitoring procedures compliant with defined policies within standard manuals.
• Create and maintain automated scripts to monitor system software actively.
• Identify and report system-level issues including file, disk, and application anomalies.
• Address application problems following Service Level Requirements and escalate when necessary.
• Implement preventative monitoring and self-healing measures to reduce service interruptions.
• Conduct proactive and scheduled monitoring of hardware, network, batch jobs, interfaces, and database components, responding promptly to alerts.
• Perform troubleshooting, repairs, and issue escalation within an IaaS computing environment.

Qualifications and Experience

• Bachelor’s degree in Computer Information Systems or Computer Science.
• Minimum of 2 years’ practical experience in infrastructure monitoring and management.
• Solid foundational knowledge of technologies under support.
• Proficiency in event monitoring, management, and reporting.
• Certifications: Cisco Certified Network Associate (CCNA) and Cisco Certified Networking Professional (CCNP) in Security.

Technical Skills and Competencies

• Excellent verbal and written communication capabilities.
• Experience supporting enterprise-scale customer infrastructure operations across multiple sites.
• Strong understanding of firewall functionality, including rule management, NAT, replacements, high availability setups, packet captures, and log analysis.
• Basic familiarity with Cisco ISE monitoring, firmware upgrade troubleshooting.
• Competence in troubleshooting firewalls and NAC to resolve critical issues.
• Basic knowledge of Load Balancer operations including monitoring, firmware upgrades, SSL offloading, and configuring service weights and groups.
• Ability to resolve IPsec and VPN connectivity problems.
• Awareness of IT security policies related to internet access and recognized best practices.
• Comfort interacting professionally with stakeholders across organizational levels and departments.
• Team-building aptitude.
• Hands-on experience with network appliances, including routers, switches, firewalls, and proxies.
• Practical experience with Cisco ISE system operations.