Network Operations Engineer I
This role is responsible for proactively identifying network issues, managing tickets, escalating incidents as needed, and ensuring the stability of critical network infrastructure.
The Tier 1 NOC Engineer will operate within a structured ticketing system, ensuring efficient alert acknowledgment, fault isolation, and escalation processes.
Key Responsibilities
* Operate and troubleshoot Data Center networks, including associated routing and switching devices.
* Perform fault isolation and resolution based on troubleshooting outcomes.
* Detect and diagnose various error/failure conditions across a range of network device types.
* Coordinate with smart hands teams and network equipment manufacturers to resolve issues and restore service.
* Work cross-functionally and cross-regionally with other network operational support teams.
* Partner with internal teams to escalate and restore service, minimizing impact to operations.
Incident Response & Ticket Management
* Monitor the DC network infrastructure ticket queue, taking action on alerts or issues in accordance with Service Level Agreements (SLAs).
* Acknowledge, track, and document all incidents, ensuring detailed records of troubleshooting steps and resolution processes.
* Categorize incidents based on severity, impact, and urgency, ensuring proper prioritization.
* Manage and escalate critical events, maintaining clear and concise communication with stakeholders.
* Ensure up-to-date tracking of incident resolution steps, maintaining accurate logs in ticketing systems.
* Monitor blocked cases and assist in resolving ticket escalations, ensuring adherence to operational workflows.
Process Optimization & Documentation
* Document and optimize operational processes and procedures, ensuring best practices are followed.
* Support deployment, move, add, and change teams for data center network operations.
* Partner with audit teams to ensure accurate inventory and documentation of network infrastructure.
* Follow Return Merchandise Authorization (RMA) processes and procedures for all relevant vendors.
* Maintain up-to-date documentation on network changes, such as VLANs, subnet configurations, and DNS updates.
Automation & Continuous Improvement
* Contribute to the creation of monitors, alerts, dashboards, and metrics to drive efficiency improvements.
* Identify areas for automation and participate in developing solutions using scripting or coding skills.
* Recommend enhancements to monitoring tools, ticketing workflows, and operational best practices.
Required Qualifications & Skills
Technical Skills
* Understanding of networking fundamentals, including IP addressing, VLANs, routing, and switching.
* Experience with network monitoring tools.
* Knowledge of ticketing systems.
* Familiarity with troubleshooting physical network components.
* Ability to diagnose and isolate Layer 1–3 network issues and escalate as needed.
* Basic knowledge of command-line interfaces (CLI) for routers and switches is a plus.
Soft Skills & Work Ethic
* Strong problem-solving skills with a proactive approach to troubleshooting.
* Excellent communication and documentation skills for incident reporting and escalation.
* Ability to work in a fast-paced environment, prioritizing tasks effectively.
* Detail-oriented mindset, ensuring accuracy in logs, ticket updates, and network documentation.
Experience & Education
* Associate's or Bachelor's degree in IT, Networking, or a related field.
* 1-2 years of experience in a technical support, help desk, or NOC role preferred.
* Certifications preferred:
o CCNA (Cisco Certified Network Associate)
o Network+ (CompTIA)