NOC Assistant - Level 1

Description

Job Summary: Level 1 NOC Assistant provides operational support and continuous monitoring of environments, identifying alerts and managing incidents. Key Highlights: 1. First point of contact for network and telecommunications operations 2. Responsible for monitoring and ensuring the stability of critical environments 3. Contributes to the continuous improvement of operations and service quality The Level 1 NOC Assistant supports operational activities and performs continuous monitoring of environments supervised by the NOC. Acts as the first point of contact for operations, responsible for identifying alerts, logging incidents, executing initial response actions, and ensuring proper escalation of events according to defined operational procedures and SLAs. This role is essential to ensure availability, stability, and traceability of network services, working collaboratively with higher-level teams (N2 and N3\). **Job Objective** Ensure continuous monitoring and initial response to network and telecom environments, identifying, logging, and resolving low-complexity incidents while guaranteeing rapid response, incident traceability, and service continuity in accordance with NOC SLAs and operational procedures. **Daily Responsibilities (Key Daily Activities)** * Continuously monitor networks, links, servers, VPNs, firewalls, and other critical assets in the environment. * Monitor and validate alerts generated by monitoring tools. * Create, update, and track tickets in the ticketing system, ensuring clear and complete records. * Classify and prioritize incidents based on impact, urgency, and defined SLAs. * Perform basic troubleshooting and execute standardized operational procedures (SOPs). * Carry out simple corrective actions according to technical documentation and operational guidelines. * Communicate with customers, internal teams, and vendors regarding outages and incident status. * Escalate incidents to N2 and N3 levels when necessary, providing appropriate technical information. * Track incidents until resolution or proper handover. * Conduct structured shift handovers to ensure operational continuity. **Key Responsibilities** * Ensure continuous monitoring and stability of environments supervised by the NOC. * Guarantee accurate logging, traceability, and quality of information in tickets. * Comply with operational procedures, internal policies, and established SLAs. * Serve as the first responder to incidents and service outages. * Maintain clear, objective, and professional communication with customers, internal teams, and vendors. * Support process standardization and continuous operational improvement. * Uphold service quality, system availability, and customer experience. * Support higher-level operations through comprehensive logging and reliable information.