Job description
Level 2 NOC Engineer (Troubleshooting-Focused, Standard Hours)
The Level 2 NOC Engineer is responsible for advanced troubleshooting and resolution of complex network and infrastructure issues escalated from Level 1 support. This role does not include routine monitoring or first-response duties, but instead focuses on deep technical analysis, root cause identification, and collaboration with engineering teams and vendors to resolve persistent or high-impact incidents. The position operates during standard business hours (e.g., Monday to Friday, 8am–5pm).
Key Responsibilities:
* Receive and own escalated tickets from Level 1 NOC or Service Desk teams, providing in-depth troubleshooting for network, server, and connectivity issues.
* Perform detailed diagnostics using logs, traces, and advanced tools to isolate faults across LAN, WAN, wireless, and security infrastructure.
* Liaise with vendors and internal engineering teams to resolve complex or persistent incidents, including hardware failures, configuration errors, and service degradations.
* Document all troubleshooting steps, findings, and resolutions in the ticketing system to support knowledge sharing and future incident prevention.
* Participate in root cause analysis (RCA) for major incidents, contributing to continuous improvement and problem management processes.
* Support field engineers and on-site teams with remote diagnostics and technical guidance as required.
* Maintain and update technical documentation, runbooks, and troubleshooting guides.
* Ensure all work complies with SLAs and internal quality standards.
Skills & Experience:
* Strong experience in troubleshooting network devices (routers, switches, firewalls), server platforms, and enterprise Wi-Fi.
* Proficiency with diagnostic tools (e.g., Wireshark, traceroute, log analysis).
* Solid understanding of TCP/IP, routing protocols, VLANs, and authentication systems.
* Excellent analytical and communication skills, with the ability to explain technical issues to both technical and non-technical stakeholders.
* Typically requires 3+ years in a NOC or network support environment, with relevant certifications (e.g., CCNA, CompTIA Network+) preferred.