Enterprise NOC Support Engineer

Location

Contract Type

Requirements

Bachelor’s degree in Information Technology, Computer Science, Telecommunications, or related field
Cisco CCNA is required. CCNP Enterprise, JNCIA, ITIL or equivalent are an added advantage).
At least 3 years’ experience in a NOC, ISP, or Telecom support environment
Strong understanding of networking fundamentals: TCP/IP, LAN, WAN, MPLS, VPN, VLAN, QoS.
Hands-on experience with routing & switching protocols (BGP, OSPF, EIGRP, STP).
Familiarity with network monitoring tools (e.g., Zabbix, SolarWinds, PRTG, Nagios).
Experience with customer connectivity services: DIA, IP VPN, Metro-E, FTTH/FTTx.
Ability to perform first-level troubleshooting of routers, switches, and firewalls.
Comfortable working with CRM / ticketing systems (e.g., ServiceNow, Remedy, Zoho Desk).

Respnsibilities

Troubleshoot and provide first-level customer technical support for JTL’s Enterprise customers
Handle assigned tickets till closure, including continuous liaison with customers
Perform Root Cause Analysis (RCA) for reported and unreported customer issues.
Work towards permanent resolution of recurring faults to improve service stability.
Proactively monitor links & enterprise services to detect and resolve issues before customer impact.
Provide real-time network health surveillance and alarm reporting using monitoring and surveillance tools.
Ensure SLA commitments to enterprise customers are consistently met.
Escalate performance-related issues to higher support tiers or engineering teams where necessary.
Document troubleshooting steps, fixes, and root causes in line with NOC procedures.
Contribute to knowledge base and SOP improvements for faster resolution of recurring issues.
Attend customer services reviews for the assigned enterprise customers.
Create network monthly performance reports for the assigned enterprise customers

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