Job Summary

Ensure 24/7 availability and optimal performance of network infrastructure through proactive monitoring, incident response, escalation management, and advanced technical support. The NOC Tier 3 Engineer maintains SLAs while collaborating closely with cross‑functional teams and external vendors.

Working Conditions

• Shift-based role supporting 24/7 operations.
• On-call availability may be required.
• Office-based position with potential remote work options.

Experience

• 3+ years of experience in Network Operations or NOC environments.
• Proven experience handling incident management and escalations.
• Experience coordinating with field technicians and dispatch operations.

Certifications (Preferred)

• CCNA, CCNP
• Ruckus Certified, Aruba Certified, Meraki Certified
• CompTIA Network+, CWNA, Fortinet NSE, or similar networking certifications

Soft Skills

• Strong communication and problem-solving skills.
• Ability to remain calm and effective during critical incidents.
• Team collaboration and mentoring capabilities.
• Strong time management and prioritization skills.

Education

• Bachelor’s degree in Computer Science, Information Technology, or a related field, or equivalent professional experience.

Key Responsibilities

Network Monitoring & Performance

• Monitor infrastructure using SolarWinds, PRTG, Nagios, Zabbix, and proprietary monitoring systems such as Cosmos.
• Analyze performance trends including bandwidth utilization, latency, packet loss, and KPIs.
• Maintain monitoring thresholds, alerting policies, and SLA metrics.

Incident & Problem Management

• Respond to alerts and outages within defined SLA timeframes.
• Perform triage, root cause diagnosis, and manage the full incident lifecycle.
• Conduct root cause analysis (RCA) and document lessons learned.
• Track recurring issues and recommend preventive actions.

Escalation Management

• Act as the primary escalation point for Tier 1 and Tier 2 support teams.
• Escalate complex issues to Tier 4 engineers and specialized teams when required.
• Coordinate with vendors and facilitate bridge calls during major incidents.
• Manage communication among technical teams, management, and stakeholders.

Network Operations & Maintenance

• Execute firmware upgrades, patches, and configuration changes.
• Configure and support routers, switches, firewalls, load balancers, and wireless controllers.
• Implement VLANs, access control policies, and VPN connections.
• Perform change management activities and support scheduled maintenance windows.

Troubleshooting & Support

• Resolve issues across LAN, WAN, MPLS, SD-WAN, and wireless networks.
• Troubleshoot routing and switching protocols (BGP, OSPF, EIGRP, STP).
• Analyze network traffic using Wireshark and tcpdump.
• Address DNS, DHCP, firewall, NAT, and VoIP-related issues.
• Handle SSID requests, conference room connectivity issues, and other special requests.

Field Technician Coordination & Dispatch

• Coordinate and dispatch field technicians for:
• Property Management System (PMS) connectivity and troubleshooting
• Wi-Fi site surveys, coverage analysis, and wireless optimization
• Third-party vendor support including VoIP, video, and conference room technology
• Support on-site troubleshooting and vendor escalations.

Documentation & Collaboration

• Maintain network documentation, topology diagrams, and SOPs.
• Create post-incident reports and RCA documentation.
• Participate in capacity planning and continuous improvement initiatives.
• Collaborate with Engineering, Logistics, Equipment teams, and third-party vendors as new technologies are integrated into the production network.