Specialist Work Center Tech Supt -Tier 2.5 Network Operations Center (NOC) Engineer

Network Operations Center (NOC) Engineer - Tier 2.5 Job Summary We are seeking a highly skilled and customer-focused Tier 2.5 Network Operations Center (NOC) Engineer to join our Network Operations team. This role is responsible for monitoring, troubleshooting, and resolving complex network issues impacting business and consumer customers. The engineer will work closely with cross-functional teams to ensure network stability, availability, and performance while delivering exceptional technical support and operational excellence.

The successful candidate will possess strong networking fundamentals, advanced troubleshooting capabilities, and experience supporting routers, switches, connectivity services, and enterprise network environments.

Key Responsibilities Network Monitoring & Incident Management

• Monitor network performance, availability, and health using enterprise monitoring tools and dashboards.
• Respond to alerts, incidents, and service disruptions within established SLAs.
• Review and manage tickets generated through network monitoring systems.
• Monitor NOC dashboards, queue status, and active incidents.
• Manage new, pending, requeued, and backlog cases to ensure timely resolution.
• Perform root cause analysis and identify corrective actions to prevent recurring issues.

Technical Troubleshooting & Resolution

• Isolate, diagnose, and resolve complex network issues affecting customers and internal operations.
• Troubleshoot routers, switches, modems, connectivity services, and IP-related configurations.

• Support advanced networking functions including:

• Static IP configurations
• Multi-static IP environments
• Port forwarding
• Pinhole configurations

• Network routing and switching issues

• Analyze network performance trends and recommend remediation actions.

Customer & Operational Support

• Provide technical assistance to business and consumer customers.
• Respond to technical inquiries and provide resolution guidance.
• Communicate network status, incident updates, and resolution plans to stakeholders.
• Collaborate with Tier 1 support, Engineering, Field Operations, and Vendor teams to resolve escalated issues.

Escalation & Coordination

• Escalate critical incidents when required and coordinate cross-functional resolution efforts.
• Generate dispatch requests for field technicians and hardware replacement activities.
• Create and manage parts requests to support incident resolution.
• Participate in major incident bridge calls and operational reviews.

Knowledge Management & Continuous Improvement

• Create, update, and maintain Knowledge Base Articles (KBAs), troubleshooting guides, and network procedures.
• Document network configurations, incident resolutions, and operational best practices.
• Identify recurring issues, operational gaps, and process improvement opportunities.
• Provide recommendations to improve network stability, monitoring effectiveness, and customer experience.

Collaboration & Communication

• Monitor collaboration platforms and technical chat rooms for active incidents and support requests.
• Work closely with internal support teams and engineering organizations.
• Share operational trends, service-impacting events, and remediation recommendations with leadership and stakeholders.

Required Qualifications

• Bachelor’s degree in Computer Science, Information Technology, Telecommunications, Engineering, or related field, or equivalent work experience.
• 5+ years of experience in Network Operations, NOC, Technical Support, or Network Engineering roles.

• Strong understanding of:

• TCP/IP
• Routing and Switching
• LAN/WAN technologies
• DNS and DHCP
• VPN technologies

• Enterprise networking concepts

• Hands-on experience troubleshooting routers, switches, and enterprise network infrastructure.
• Experience using network monitoring and incident management tools.
• Strong analytical and problem-solving skills.
• Excellent verbal and written communication skills.
• Ability to work in a 24x7 shift environment, including weekends and holidays when required.

Preferred Qualifications

• Industry certifications such as:

• CCNA
• CCNP
• Network+

• Juniper Certifications

• Experience with ServiceNow or similar ticketing platforms.
• Familiarity with network performance monitoring tools and fault management systems.
• Experience supporting enterprise customers in a telecommunications or managed services environme…