Level 1 Support Analyst – NOC

Description

Job Summary: Responsible for operating, monitoring, and providing initial support for data networks, performing incident triage and resolving simple operational incidents. Key Highlights: 1. Operation, monitoring, and initial support for data networks. 2. Resolution of simple operational incidents and incident triage. 3. Technical or higher education in Networks, Telecommunications, or IT. **Available Positions:** Four **Job Mission:** Operate, monitor, and provide initial support for data networks, perform incident triage, resolve simple operational incidents, engage service providers and partners, log and track tickets, and appropriately escalate to higher levels per defined procedures. **Education Requirements:** Technical or higher education in: Computer Networks, Telecommunications, Information Technology, or related fields. **Professional Experience and Required Technical Knowledge:** * Knowledge of TCP/IP networks and IP addressing; * Knowledge of transport networks PTN, DWDM, and WSOM (Wavelength Switched Optical Network) and ROADM (Reconfigurable Optical Add\-Drop Multiplexer); * Basic knowledge of network monitoring tools and use of Zabbix (not limited to this); * Ability to document activities in ticketing systems and prepare operational reports; * Familiarity with routing protocols (BGP and OSPF) and MPLS environments (conceptual); · Execution of basic connectivity tests (ping, traceroute). · Availability to work rotating shifts to support 24 x 7 operations. **Desirable Qualifications:** * Prior experience in NOC, technical support, or network operations; * Experience in academic or research network environments; * Basic knowledge of ITIL best practices; * Ability to read technical documentation in English; * Certifications such as CCNA, JNCIA, or equivalent; **Key Responsibilities:** * Continuously monitor network infrastructure and connectivity services using monitoring systems; * Receive, log, classify, and track network and service alarms and incidents; * Perform initial triage and correlation of operational events; * Execute standardized operational procedures to resolve simple and evident incidents; * Engage service providers or telecom operators, partners, field teams, or Points of Presence (PoPs), where applicable; * Escalate incidents to Level 2 or Level 3 per technical and operational criteria; * Communicate with the Service Desk, users, or institutions regarding incidents, maintenance activities, and service restoration; * Clearly and objectively record all actions taken in ticketing systems; * Support execution of planned maintenance activities per supervisory guidance.