Tier 2 NOC Engineer JDPosition SummaryThe Tier 2 NOC Engineer is responsible for advanced troubleshooting, fault isolation, incident escalation, and network optimization within a globally distributed data center network. This role requires deep expertise in network infrastructure, routing, switching, troubleshooting, and operational support.The Tier 2 Engineer serves as the primary escalation point for Tier 1 engineers, taking ownership of complex cases and driving them to resolution. This position also contributes to process improvements, automation, and monitoring system enhancements to optimize network operations.Key Responsibilities1. Advanced Network Operations & Troubleshooting● Operate and troubleshoot a globally based Data Center network, including routing and switching devices.● Perform fault isolation and resolution, diagnosing Layer 1–3 network issues.● Take ownership of escalated cases from Tier 1 engineers, ensuring a successful resolution.● Manage and escalate critical events, communicating clearly and concisely with stakeholders. ● Support network circuit and hardware troubleshooting, including patch panels, optics, and cabling.● Detect and diagnose various error/failure conditions across an array of network device types. ● Provide hands-on support for network incidents, collaborating with Tier 3 and engineering teams when required.2. Incident Response & Escalation Support● Provide Tier 2 support for all Data Center Network Repair issues, assisting Tier 1 engineers with advanced troubleshooting.● Serve as the escalation point-of-contact during business hours, handling troubleshooting, tooling, and process issues.● Coordinate with DC facilities teams on maintenance activities impacting network infrastructure.● Own incident response processes, including escalations to higher-level support teams when necessary.● Rapidly respond to major network incidents, supporting SEV initiation and resolution processes.3. Network Monitoring & Optimization● Monitor the DC network infrastructure ticket queues, ensuring timely and accurate responses to alerts.● Track and document incident resolution steps, maintaining accurate logs in ticketing systems.● Proactively identify and resolve network performance issues, optimizing existing configurations.● Develop and maintain network change documentation, including VLAN, subnet, and DNS modifications.4. Automation & Continuous Improvement● Contribute to the creation of monitors, alerts, dashboards, and performance metrics to drive continuous improvements.● Identify areas for automation and develop scripting solutions (Python, C, C++ preferred) to improve efficiency.● Provide feedback on recurring network issues, refining troubleshooting procedures and SOPs.● Support network optimization efforts, participating in capacity planning and scaling initiatives.5. Process & Asset Management● Document and optimize operational processes and procedures, ensuring alignment with best practices.● Follow Return Merchandise Authorization (RMA) processes and coordinate with vendors for hardware replacements.● Ensure accurate inventory and documentation in collaboration with audit and asset management teams.● Monitor tickets for adherence to SLAs, ensuring prompt issue resolution.Required Qualifications & Skills1. Technical Skills● Expertise in Data Center networking, including rack installations, routers, switches, VLANs, and routing protocols (BGP, OSPF, MPLS, etc.).● Strong experience troubleshooting Layer 1–3 network issues in a large-scale production environment.● Hands-on experience with network monitoring tools (e.g., SolarWinds, Nagios, PRTG, or similar).● Advanced knowledge of troubleshooting IP transport/transmission networks and transceivers.● Experience capturing and analyzing network traffic for troubleshooting.● Proficiency with ticketing systems (e.g., ServiceNow, Jira, or equivalent). ● Familiarity with network automation and scripting (Python, C, C++ preferred).2. Soft Skills & Work Ethic● Strong analytical skills, problem-solving mindset, and ability to work autonomously. ● Excellent communication and documentation skills for incident tracking and resolution. ● Proven ability to work in a fast-paced, mission-critical environment. ● Strong sense of ownership, urgency, and drive in troubleshooting and resolving network issues.3. Experience & Education● Bachelor's degree in Computer Science, Networking, or a related field (or equivalent experience).● 5+ years of network operations experience, with a focus on Data Center networks. ● Certifications preferred:○ CCNP (Cisco Certified Network Professional)○ JNCIP (Juniper Networks Certified Internet Professional)○ ITIL v4 (for incident and service management)