Network Operations Center (NOC) Engineer – Level 1 Level 2

Job Title

Location: Beaverton OR

Network Operations Center (NOC) Engineer Level 1 / Level 2

Department

IT Infrastructure / Network Operations / Managed Services

Job Summary

The NOC Engineer (L1/L2) is responsible for 16x5 monitoring troubleshooting and incident resolution of network and infrastructure systems to ensure high availability and performance. The role includes real-time monitoring ticket handling basic to intermediate troubleshooting escalation to L3/Network Engineering teams and maintaining operational documentation.

Key Responsibilities

NOC L1 Responsibilities (Entry / Junior)

• Monitor network and infrastructure alerts using tools such as SolarWinds
• Perform initial triage of incidents and service requests.
• Create update and manage tickets in ServiceNow / Jira.
• Identify and categorize alarms: critical major minor and perform first-level diagnosis.
• Perform basic troubleshooting for:
  • Network connectivity issues
  • LAN/WAN link status
  • VPN down alerts
  • DNS/DHCP reachability checks
  • Interface errors CRC packet loss
• Execute standard operating procedures (SOPs) and runbooks.
• Escalate incidents to L2/L3 based on severity impact and SLA timelines.
• Communicate updates to users and stakeholders as per incident communication process.
• Participate in shift handovers and update logs properly.

NOC L2 Responsibilities (Intermediate / Experienced)

• Handle escalations from L1 and perform deeper troubleshooting for:
  • Routing issues (BGP/OSPF/EIGRP basics)
  • Switching issues (VLAN trunking STP)
  • WAN/ISP circuit troubleshooting and coordination
  • VPN tunnels (IPSec/SSL) monitoring and restoration
  • Firewall policy or NAT-related connectivity issues (basic/moderate)
• Perform remote diagnostics using CLI:
  • Cisco IOS / NX-OS
  • Palo Alto (basic operational troubleshooting)
• Conduct log analysis and packet-level troubleshooting basics (tcpdump/Wireshark knowledge preferred).
• Perform planned maintenance support:
  • Network changes monitoring
  • Post-change validation
  • Rollback support
• Work with vendors/ISPs to open TAC cases and follow up for resolution.
• Maintain and update operational documentation:
  • Runbooks
  • Knowledge base articles
  • Incident RCA input (technical notes)
• Ensure SLA compliance and contribute to incident reporting.

Required Skills

Technical Skills

• Networking fundamentals: TCP/IP OSI Model subnetting
• Switching fundamentals: VLANs trunking STP
• Routing fundamentals: Static routes OSPF/BGP basics
• Monitoring tools and alert triage
• Ticketing and ITIL incident management processes
• Basic understanding of:
  • Firewalls
  • VPNs
  • DNS/DHCP
  • Wireless concepts (preferred)

Soft Skills

• Strong troubleshooting mindset and ability to work under pressure
• Clear written communication (ticket notes customer updates)
• Customer service orientation
• Shift discipline and proper handover documentation

Qualifications

• Bachelors degree in IT / CS / Electronics (or equivalent experience)
• Certifications (preferred):
  • CCNA (highly preferred)
  • ITIL Foundation (good to have)

Experience

• NOC L1: 02 years experience in monitoring/support
• NOC L2: 25 years experience in network operations / troubleshooting

Work Conditions

• 16x5 rotational shifts (day/night/weekend/holiday as required)
• On-call support (for L2 in some organizations)
• May require handling multiple incidents simultaneously

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