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The NOC engineer is the first point of contact for all customer queries and provides the first level of service for the customers. Part of the 24×7 infrastructure surveillance team, providing 24×7 coverage efforts for Managed Infrastructure Services to ensure maximum possible service availability and performance.

Primary Responsibilities

  • Fault handling and escalation (identifying and responding to faults on systems and networks, liaising with 3rd party suppliers, handling escalation through to resolution).
  • Handling the Issues reported by users and give them initial response within defined time frame.
  • Knowledge of Network, topologies, standards and infrastructure
  • Provisioning (IP assignment, core network configuration, DNS setup, monitoring and graphing for colocation, leased lines, customer backup and other customer network services)
  • Server build and installs, application upgrades, network equipment build and installation.
  • Maintaining hardware serial audits, writing custom monitoring plugins and configuring bespoke graphing.
  • Maintenance of WIKI and technical documentation (for NOC) of processes and procedures used throughout normal operations.
  • Participate in a 24×7 shift and support 24×7 call-out rota if required.
  • Good understanding of ITIL standards and should have worked in the ITIL framework
  • Takes network problem complaints from the users, analyses them and depending on the difficulty of the problem, either seeks help or solves them himself.
  • Case Assignment to the appropriate queue after analysis
  • Excellent time management and organizational skills, and ability to handle multiple concurrent tasks and projects with minimal supervision
  • Experience of working on Network tools, Kaseya, System tools, MS applications,
  • Operating systems, Active Directory access requests and MFA requests.
  • Experience using trouble-ticketing and service management systems

Job Requirements

  • Bachelor’s degree and/or equivalent combination of education/training and experience
    for the role (MS Certifications preferred).
  • Good communicator with a natural aptitude for dealing with people.
  • Basic Linux CLI and sysadmin skills.
  • Strong analytical skills and able to collate and interpret data from various sources.
  • Ability to assess and prioritise faults and respond or escalate accordingly
  • Preferred to have or aware of at-least 1 or 2 monitoring tools like PRTG, SolarWinds, Nagios, ITIL V3 Certification

Working hours: 24/7 rotational shifts

Professional Skills

  • A Team player with positive attitude
  • Excellent interpersonal and communication skills
  • Open-minded, adapt quickly to new environments and a quick learner

About Intelliteach Offshore Pvt Ltd

We are a dynamic team, looking to hire vibrant individuals who can help us support the 350+ US law firms that we provide back-office services to. These services range from Database administration, Ebilling management, Virtual receptionists, SQL and Software development.

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