NOC Technician (CCNA ,ITIL & Ticketing System)

Key Responsibilities

• Provide technical support for routing, switching, and wireless network issues in enterprise environments.
• Monitor and manage ticket queues, ensuring timely resolution of incidents within defined SLAs.
• Troubleshoot and resolve network connectivity issues; escalate complex problems when required.
• Document all customer interactions, troubleshooting steps, and resolutions using ticketing systems.
• Maintain and support customer network devices in a 24x7 operational environment.
• Collaborate with internal teams and mentor junior engineers when needed.
• Ensure compliance with security, confidentiality, and operational standards, especially for government-related environments.
• Advocate for customers by driving issue resolution and ensuring a high-quality service experience.

Required Skills & Qualifications

• Bachelor’s degree or equivalent experience in IT, Networking, or related field.
• Strong knowledge of networking concepts (routing, switching, wireless).
• Experience in a service provider or NOC/service desk environment preferred.
• Familiarity with ticketing systems and incident management processes.
• Ability to work in 24x7 shift environments (nights, weekends, holidays).
• Strong communication, troubleshooting, and customer service skills.
• Understanding of ITIL processes is a plus.
• Cisco certification (CCNA/JNCIA) is preferred.