Noc Engineer- Level2

Job Summary:

As a NOC Engineer L2, you will be responsible for monitoring, managing, and troubleshooting network infrastructure, including routers, switches, OLTs, Point-to-Point (P2P) links, NLD (National Long-Distance) circuits, Mikrotik routers, and other wireless devices. You will provide technical support to customers and collaborate with cross-functional teams to ensure uninterrupted network performance. The role requires advanced troubleshooting skills, a deep understanding of ISP networks, and experience with network equipment from various vendors.

Key Responsibilities:

1. Network Monitoring and Management:

• Proactively monitor the health and performance of the network infrastructure (routers, switches, OLTs, wireless devices, etc.) using NMS tools.
• Ensure high availability and reliability of the network by identifying potential issues before they impact services.
• Monitor traffic patterns, bandwidth utilisation, and latency across the network.

2. Incident Detection and Response:

• Handing Inbound & outbound Customer Support Calls & Respond to network incidents, alerts, and alarms in a timely manner to minimize service disruptions.
• Perform initial diagnostics, troubleshoot L2 network issues, and escalate unresolved incidents to the L3 engineering team if necessary.
• Manage outage and downtime incidents, providing timely updates to stakeholders and customers.

3. Troubleshooting and Problem Resolution:

• Perform advanced troubleshooting of routers, switches, OLTs, and other network devices, identifying and resolving hardware and configuration issues.
• Troubleshoot and resolve issues related to P2P links, NLD circuits, and wireless devices (Mikrotik and other wireless platforms).
• Provide root cause analysis (RCA) for recurring issues and contribute to long-term solutions.
• Handle network failures and recommend improvements to prevent future occurrences.

4. Customer Support:

• Provide Level 2 technical support for customer issues, including internet connectivity, latency, packet loss, and bandwidth-related problems.
• Assist in customer escalations, working directly with the client to resolve network issues and provide guidance on network configurations.
• Communicate clearly with customers via phone, email, and ticketing systems to provide technical assistance and service updates.

5. Network Configuration and Deployment:

• Configure and manage routers, switches, OLTs, and wireless devices (Mikrotik, Ubiquiti, Cambium, etc.) as per customer and network requirements.
• Deploy new network hardware, ensuring seamless integration with existing infrastructure.
• Work with the field team to support hardware replacements, upgrades, and network expansion projects.

6. Network Documentation:

• Maintain up-to-date documentation of network infrastructure, configurations, and operational procedures.
• Record troubleshooting steps, resolutions, and knowledge base entries to enhance team efficiency and reduce resolution times for common issues.
• Maintain accurate inventory records for network hardware, including routers, switches, and wireless equipment.

7. Security and Compliance:

• Implement security best practices such as firewalls, access control lists (ACLs), and VLANs.
• Ensure compliance with organisational and industry standards for network operations.

8. Collaboration and Communication:

• Escalate critical issues to the L3 engineering team or management as needed.
• Provide regular feedback and recommendations to management on network performance and customer satisfaction.

9. Performance Reporting:

• Prepare regular reports on network performance, incidents, and maintenance activities.
• Monitor service-level agreements (SLAs) and provide reports to management and customers regarding network uptime, outages, and response times.

Required Qualifications:

• Education: Bachelors degree in Computer Science, Telecommunications, or a related field. Equivalent industry experience may be considered.
• Experience: 1-2+ years of experience in network operations within an ISP environment, with hands-on experience in routers, switches, OLTs, P2P links, and wireless technologies (Mikrotik, Ubiquiti, etc.).
• Certifications: CCNA, JNCIA, Mikrotik MTCNA or equivalent certifications are a plus.

Interested candidate can call on 9527560756 or Email on - hr@imperium-pune.com