L1 NOC & Monitoring Engineer

Job Purpose

The L1 NOC & Monitoring Engineer serves as the first line of defense for monitoring enterprise network health, infrastructure alerts, and link statuses. Based out of our Pune: IT & NOC Operations Center, this role is responsible for initial alert triage, logging incident tickets, executing basic Standard Operating Procedures (SOPs), and escalating unresolved issues to L2/L3 teams or service providers within specified SLA timelines.

Key Responsibilities

Real-Time Monitoring & Alert Triage

 Monitor Maintain and administer applications systems and related computing environments including computer hardware, systems software, applications software,

and all related configurations.

 Monitor voice infrastructure health, trunk utilization, and voice traffic trends using monitoring platforms issues within SLA targets.

 Actively monitor enterprise dashboards, routers, switches, firewalls, IT Infrastructure and WAN/LAN links using enterprise network monitoring tools.

 Detect, validate, and categorize incoming automated system alerts (UP/DOWN status,

high CPU/memory utilization, interface errors, packet loss).

 Filter out false positives and create structured incident tickets for genuine network

First-Level Support & Incident Handling

 Perform basic L1 troubleshooting following standard runbooks and SOPs

 Execute preliminary ticket logging, impact assessment, and categorization on ITSM tools

 Contact Clients, site contacts or local administrators during branch outages to verify power, cabling, and physical device statuses.

 Troubleshoots applications problems or systems failure involving infrastructure and software to determine the causes (Root Cause Analysis) and possible solutions;

implements solutions to resolve problems.

 Support, Plan, coordinate, and implement security measures to protect data, software,

and hardware.

Vendor &ISP Escalation

 Log support tickets with local and national Internet Service Providers and global carriers for circuit faults or link down events.

 Follow up regularly with service providers to obtain Estimated Time of Restoration (ETR)

and track updates to resolution.

 Escalate complex, non-SOP, or critical (P1/P2) incidents to L2 Network Engineers or escalation leads promptly.

Shift Handover & Daily Operations

 Maintain clear incident logs and update ticket work notes with step-by-step troubleshooting actions.

 Conduct structured shift handover meetings at the end of every shift to transition active tickets and ongoing outages to incoming team members.

The Work: Key Essentials

 Ability to work on 24X7 Support model including shifts and on call duties.

 Install, configure, and maintain IP PBX hardware and software solutions.

 Configure SIP trunks, PRI lines, FXS/FXO gateways, SBCs (Session Border Controllers),

and VoIP phones/endpoints.

 Manage dial plans, IVR trees, hunt groups, call queues, call routing rules, and voicemail systems.

 Handle user onboarding, extensions provisioning, softphone setup, and permission management.

 Undertake special projects/tasks and other duties as assigned by the company.

 Significant experience working on Linux based infrastructure and OS.

 Knowledge of databases basic operations especially MySQL and MongoDB will be plus.

 Knowledge of best practices in IT operations, incident management and change management.

 Performs server evaluation and optimization on a regular basis

 Surveys performance needs and goals of LAN/WAN users

 Internet/Intranet connectivity and continuity

 Manages all administrative aspects of corporate and customer desktop support

 Maintains documentation of the physical and logical network

 Maintains Corporate and Virtual Servers, including those located offsite

 Participates in departmental on-call rotation

 Provide remote support over chat, phone and email

 System administration tasks (user administration, back-ups, etc.)

 Other duties as may be assigned by management

Required Qualifications & Experience

Education: B.E. / B.Tech or 3-year Diploma in Electronics / Computer Engineering.

Experience: 3 to 4 years of relevant experience in IT monitoring, network desk, or technical helpdesk environments.

Certifications (Preferred)

o Cisco Certified Network Associate (CCNA) course completion or certification.

o Basic understanding of ITIL framework concepts (ITIL v4 Foundation is a plus).

o Additional certification in Microsoft, Fortinet, SonicWALL, VMware or is a plus.

Technical Skills & Core Knowledge

• Networking Basics: Clear conceptual understanding of OSI model layers, TCP/IP protocol suite, IP addressing, Subnetting, DNS, DHCP, VLANs, and ping/traceroute utilities.
• Monitoring & Ticketing Tools: Basic operational familiarity with enterprise monitoring tools and ticketing software
• Device Knowledge: Elementary understanding of network hardware (routers, switches,firewalls, wireless access points).
• Knowledge of best practices in IT operations, incident management and change management.
• Maintenance and enhancement of technical knowledge
• Proven Work Experience as a Technical Support Engineer,
• Desktop Support IT Help Desk Technician or similar role
• Hands-on experience with Windows Server + Linux OS environments
• Hands-on experience with working on Firewalls VPN Configuration
• Hands-on with working on VM Environments
• Good understanding of systems, mobile devices and other tech products
• Ability to diagnose and basic issues
• Familiarity with remote applications and help desk software
• Significant managing web servers, servers, mail servers. name servers
• Primary experience with Microsoft 2003 / 2008 greatly preferred
• Significant experience with IIS alternatively Apache; key protocols (ftp, smtp; RDP, http;https; TCP/IP etc.); remote hard administration (stats; backup; real-time monitoring);cron jobs; mime types (varied); DNS Experience with server performance issues including load splitting/balancing, performance tuning, SCSI/RAID/SATA, and network connectivity.
• Knowledge of security issues, web administration, parallel and mirror sites; user per missioning schemes all in a Microsoft server environment preferred.
• Familiarity with database administration MSSQ / MySQL is Plus
• Work Conditions & Personal Attributes

 Shift Operations: Mandatory willingness to work in 24/7 rotational shift schedules

Work Conditions & Personal Attributes

 Shift Operations: Mandatory willingness to work in 24/7 rotational shift schedules

(including night shifts, weekends, and national holidays).

 Communication Skills: Strong written and verbal English communication skills for professional email updates, phone escalations, and internal team logging.

 Excellent oral and written communication skills with a keen sense of customer service

 Excellent problem-solving and troubleshooting skills

 Ability to provide step- by-step help, both written and verbal

 Process-oriented with great documentation skills

 Process Discipline: High attention to detail with strict adherence to escalation paths,

SOP execution, and ticket SLA deadlines.

What We Offer (India Market Compensation & Perks)

Compensation Structure: Competitive Fixed Salary + Night Shift Allowance + Other

Allowances as applicable

Career Growth: Structured internal career progression paths toward L2 Network

Engineering/Shift Leader.

Pay: ₹30,000.00 - ₹35,000.00 per month

Work Location: In person