Network Operations Center (NOC) / Service Desk Engineer

Job Summary

We are seeking a Network Operations Center (NOC) / Service Desk Engineer to support daily operations of network and service infrastructure. The role is responsible for monitoring systems, responding to incidents, performing first-level troubleshooting, and coordinating with internal teams and external vendors to ensure service availability and performance.

The successful candidate will work in a dynamic operations environment supporting network equipment, transport systems, and service platforms across data center and customer environments.

Key Responsibilities

• Monitor network infrastructure and services using network monitoring systems (NMS).
• Respond to alerts and alarms related to network devices, transport systems, and service platforms.
• Perform first-level troubleshooting for network connectivity, performance degradation, and service interruptions.
• Escalate complex technical issues to engineering teams when required.

• Manage incident and service request tickets through the ticketing system.
• Ensure tickets are logged, categorized, prioritized, and updated accurately.
• Track incidents and follow through until resolution within defined SLA.
• Provide timely updates to stakeholders and maintain proper incident documentation.

• Monitor and respond to alarms from optical transport and DWDM equipment.
• Perform basic troubleshooting for optical link issues, including checking optical power levels and link status.
• Investigate alarms such as Loss of Signal (LOS), high/low optical power, and interface errors.
• Assist in coordinating fiber-related troubleshooting with vendors or data center providers.

• Coordinate with equipment vendors for troubleshooting and support cases.
• Assist in hardware replacement processes such as RMA coordination.
• Communicate with customers regarding incident status and resolution updates.
• Support scheduled maintenance activities and service change implementations.

• Assist in troubleshooting issues related to IP networking and connectivity, routing and switching, optical transport networks, network device interfaces and errors, and service platform alarms.

• Maintain operational documentation and troubleshooting procedures.
• Document incident timelines and actions taken during troubleshooting.
• Assist in preparing operational or service reports when required.

Required Skills & Qualifications

• Diploma or Degree in Computer Networking, Information Technology, Telecommunications, or related field.

Technical Knowledge

Basic understanding of:

• TCP/IP networking fundamentals
• IP addressing and subnetting
• Routing and switching concepts
• Network troubleshooting tools (e.g., ping, traceroute)
• Network monitoring systems

Familiarity with the following is an advantage:

• Optical transport or DWDM systems
• Network devices such as routers, switches, and firewalls
• Data center network environments
• Linux or system administration basics

Certifications (Preferred)

Candidates with one or more of the following certifications are preferred:

• CCNA – Cisco Certified Network Associate
• CompTIA Network+
• Fortinet FortiGate Administrator / NSE
• ITIL Foundation
• Vendor certifications related to networking or telecommunications

Experience

• 1–2 years of experience in NOC, network support, or service desk operations

• 3+ years of experience in network operations, infrastructure monitoring, or telecom environments

Experience working with vendors such as Cisco, Huawei, Nokia, Ciena, or Adtran is an advantage.

• Strong analytical and troubleshooting skills
• Good communication and documentation abilities
• Ability to work in a shift-based operations environment
• Ability to manage multiple incidents and priorities
• Customer-oriented mindset

• Optical or DWDM network environments
• Data center operations
• Network monitoring platforms and NMS tools
• Vendor case management and escalation handling