Trainee
Job Description
Job Title: NOC Technical Support Engineer (L1/L2)
Location: Not Specified
Employment Type: Full-Time
Experience: 1–2 Years
Number of Openings: Not Specified
Education
- Bachelor's degree in Telecommunications, Electronics and communication or a related technical field
- Diploma holders with relevant certifications and hands-on NOC experience may also be considered
Summary
- Serve as a frontline technical support professional within a Network Operations Center (NOC), ensuring continuous monitoring and resolution of network and service incidents
- Play a critical role in maintaining enterprise-level service availability and uptime for telecom and cloud-based environments
- Act as the first point of contact for technical escalations, delivering high-quality customer interactions aligned with SLA commitments
- Collaborate with internal teams and cross-functional stakeholders to triage, document, and resolve technical issues efficiently
- Contribute to a dynamic, fast-paced operations environment with a strong emphasis on continuous learning and skill development
Roles and Responsibilities
Operations & Monitoring
- Monitor enterprise network infrastructure, telecom systems, and cloud services through NOC dashboards and alerting tools on a 24/7 basis
- Identify, triage, and respond to network incidents, outages, and performance degradations in a timely manner
- Perform first-level and second-level troubleshooting for connectivity, telecom, and cloud service issues
- Execute standard operating procedures (SOPs) for incident management, escalation, and resolution
Incident & Ticket Management
- Log, track, and update all incidents and service requests accurately within the ITSM/ticketing system
- Ensure timely escalation of unresolved issues to Tier 2/Tier 3 support teams in line with defined escalation matrices
- Maintain detailed and accurate incident documentation, including root cause notes and resolution steps
- Monitor ticket queues to ensure SLA adherence and priority-based handling
Customer Handling & Communication
- Deliver professional, courteous, and technically sound communication to enterprise clients in English
- Provide regular status updates to customers during active incidents and planned maintenance windows
- Manage customer expectations effectively while maintaining high satisfaction levels
- Handle inbound and outbound technical support interactions via phone, email, or ticketing portal
Collaboration & Reporting
- Collaborate with network engineers, cloud operations teams, and telecom vendors to facilitate incident resolution
- Participate in shift handover meetings, ensuring accurate and thorough reporting of ongoing issues
- Contribute to daily, weekly, and monthly NOC reports covering incident trends, uptime, and SLA metrics
- Support knowledge base updates by documenting recurring issues and their resolutions
Learning & Development
- Proactively engage in self-learning initiatives to stay current on enterprise telecom technologies, cloud platforms, and NOC best practices
- Participate in internal training programs, certifications, and technical upskilling sessions
Required Skills
Technical Skills
- Hands-on experience in a Network Operations Center (NOC) environment
- Working knowledge of enterprise telecom systems (e.g., MPLS, VoIP, leased lines, SD-WAN)
- Familiarity with cloud platforms and cloud-based service monitoring (e.g., AWS, Azure, or GCP basics)
- Understanding of networking fundamentals — TCP/IP, DNS, DHCP, VPN, routing and switching concepts
- Experience with ITSM/ticketing tools (e.g., ServiceNow, Jira, Remedy, or equivalent)
- Exposure to network monitoring tools (e.g., SolarWinds, Nagios, Zabbix, or PRTG)
Functional Skills
- Incident management and escalation handling
- SLA-driven service delivery and ticket lifecycle management
- Basic understanding of ITIL framework and NOC operational processes
- Documentation and knowledge base management
Soft Skills
- Fluent verbal and written communication in English
- Strong customer handling and client-facing communication skills
- Self-motivated with a demonstrated ability to learn technical concepts independently
- Ability to work effectively under pressure in a high-availability operations environment
- Strong attention to detail and analytical thinking
- Team-oriented with a collaborative work approach
Desired Skills
- ITIL Foundation Certification (v3 or v4)
- Exposure to SD-WAN, NFV, or next-generation telecom technologies
- Basic scripting knowledge (Python, Bash) for automation awareness
- Familiarity with cloud monitoring tools (CloudWatch, Azure Monitor)
- Experience working in managed services or telecom service provider environments
- CompTIA Network+ or equivalent entry-level networking certification
Domain / Industry
- Information Technology & Telecommunications
- Managed Services / Network Operations
- Enterprise Cloud & Connectivity Services
Tools & Technologies
| Category | Tools / Platforms |
|---|---|
| NOC Monitoring | SolarWinds, Nagios, PRTG, Zabbix |
| ITSM / Ticketing | ServiceNow, Remedy, Jira Service Management |
| Cloud Platforms | AWS, Microsoft Azure, Google Cloud Platform |
| Communication | MS Teams, Email, VoIP-based support tools |
| Reporting | Excel, Power BI (basic) |
Certifications (Preferred)
- ITIL Foundation v3/v4
- CompTIA Network+
- Cisco CCNA (added advantage)
- AWS Cloud Practitioner or Microsoft Azure Fundamentals
Compliance / SOP Exposure
- Experience following documented NOC SOPs for incident response and escalation
- Familiarity with change management and maintenance window protocols
- Awareness of data handling, confidentiality, and enterprise compliance standards in a telecom/IT environment
This role is ideal for a technically curious, customer-focused professional looking to build a strong foundation in enterprise network operations and telecom/cloud support.
Required Skills
Primary skills
- Network Operations Center monitoring
- incident triage and troubleshooting
- telecom systems (MPLS
- VoIP
- leased lines
- SD-WAN)
- cloud service monitoring (AWS
- Azure
- GCP basics)
- networking fundamentals (TCP/IP
- DNS
- DHCP
- VPN
- routing/switching)
- ITSM/ticketing tools
- network monitoring tools
- SLA-driven support
Secondary skills
- ITIL framework and NOC processes
- documentation and knowledge base management
- customer communication and escalation handling
- shift handover reporting
- basic scripting (Python
- Bash)
- cloud monitoring tools (CloudWatch
- Azure Monitor)
- managed services/telecom service provider exposure
- certifications like ITIL
- Network+
- CCNA
- AWS Cloud Practitioner
- Azure Fundamentals
Job overview
- Job title
- Trainee
- Reference ID
- RRF-43545
- Location
- Chennai, Tamil Nadu, India
- Experience
- 1 – 2 Yrs
- Qualification
- B.E/B.Tech
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