NOC Assistant - Level 1

Description

Job Summary: A Level 1 NOC Assistant provides operational support and continuous monitoring, serving as the first point of contact to identify alerts and manage incidents. Key Highlights: 1. First point of contact for operations and incident management. 2. Continuous monitoring of networks, servers, and critical assets. 3. Contributes to standardization and continuous operational improvement. The NOC Assistant – Level 1 supports operational activities and continuously monitors environments supervised by the NOC. They serve as the first operational point of contact, responsible for identifying alerts, logging incidents, executing initial remediation steps, and ensuring proper escalation of incidents according to defined operational procedures and SLAs. This role is essential to ensure network service availability, stability, and traceability, working collaboratively with higher-level teams (L2 and L3\). **Job Objective** To ensure continuous monitoring and initial response for network and telecom environments, identifying, logging, and handling 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 environment assets. * Monitor and validate alerts generated by monitoring tools. * Open, 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 per technical documentation and operational guidelines. * Communicate with customers, internal teams, and vendors regarding failures and incident status. * Escalate incidents to L2 and L3 teams 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. * Adhere to established operational procedures, internal policies, and SLAs. * Act as the first responder to incidents and service outages. * Maintain clear, concise, and professional communication with customers, internal teams, and vendors. * Contribute to process standardization and continuous operational improvement. * Uphold service quality, system availability, and customer experience. * Support higher-level operations through comprehensive logging and reliable information.