L2 NOC Engineer

Key Responsibilities

1. Incident Monitoring & Response

• Monitor network, servers, cloud services, and infrastructure alerts using NOC monitoring tools (e.g., PRTG, RMM, ConnectWise, Auvik).
• Investigate and resolve L2-level alerts and alarms related to performance, outages, security, or failures.
• Escalate issues to L3/System Admins or Network Engineers as needed with clear documentation.
• Perform root-cause analysis (RCA) and provide preventive recommendations.

2. Network Support

• Troubleshoot issues with LAN/WAN, VPN, VLANs, DHCP, DNS, switching, and routing.
• Support and manage firewalls (e.g., Fortinet, SonicWall, Palo Alto, Cisco ASA).
• Review network logs, latency issues, and bandwidth utilization.
• Assist in configuring switches, routers, access points, and load balancers.

3. Server Support

• Manage and troubleshoot Windows Server (AD, DNS, DHCP, Group Policies, File/Print).
• Support virtualization platforms (VMware/Hyper-V).
• Perform patching, updates, and server health checks.
• Troubleshoot storage issues (SAN/NAS) and perform backup/restore operations (Veeam, Datto, Acronis).

4. Cloud & Security Responsibilities

• Support cloud platforms such as Microsoft 365, Azure AD, and related services.
• Manage user provisioning, resource access, and identity issues.
• Respond to security alerts and coordinate remediation with SOC where applicable.
• Ensure compliance with IT security and operational standards.

5. Documentation & Reporting

• Update incident tickets with detailed notes and steps taken.
• Prepare shift reports, outage summaries, and RCA documentation.
• Maintain technical documentation and SOPs.

6. Collaboration & Escalation

• Act as an escalation point for L1 engineers; provide guidance and mentorship.
• Work closely with Network, Server, and Cloud teams to resolve complex issues.
• Participate in on-call rotations and maintain SLA commitments.

Required Qualifications

Technical Skills

• Strong knowledge of Windows Server, Active Directory, DNS/DHCP, and Group Policies.
• Hands-on experience with firewalls, switches, routers, and VPN technologies.
• Solid understanding of network protocols (TCP/IP, BGP, OSPF, STP, SNMP).
• Experience with virtualization (VMware/Hyper-V).
• Familiarity with backup solutions and disaster recovery processes.
• Good understanding of cloud platforms (Microsoft 365, Azure, Intune preferred).
• Comfortable using RMM, SIEM, ticketing platforms, and remote tools.

Soft Skills

• Strong analytical and troubleshooting ability.
• Excellent written and verbal communication.
• Ability to work under pressure and manage multiple incidents.
• Strong customer service mindset and collaboration skills.

Preferred Certifications (Good to Have)

• CompTIA Network+ / Security+
• Microsoft MCSA/MCSE / Azure Administrator (AZ-104)
• Cisco CCNA/CCNP
• ITIL Foundation
• VMware VCP or equivalent

Work Environment

• 24/7 NOC environment with rotating shifts.
• May require weekend, night-shift, or on-call availability.
• Remote or hybrid depending on organizational structure.