Role Overview:
We are seeking an L1 NOC Infrastructure Engineer to join our
IT operations team. The ideal candidate will have a foundational understanding
of IT infrastructure and a strong desire to grow and develop their technical
skills in a fast-paced, mission-critical environment. The L1 NOC Infrastructure
Engineer will be responsible for monitoring and responding to alerts,
troubleshooting issues, and ensuring the stability and performance of the
infrastructure and systems.
Key Responsibilities:
Monitoring and
Incident Detection:
Continuously monitor IT infrastructure and
systems using Solarwinds.
Respond to alerts and incidents as they arise,
ensuring quick detection and resolution of issues.
Escalate issues to L2 or L3 engineers as
necessary, following established protocols.
Initial
Troubleshooting:
Perform troubleshooting on IT infrastructure and
system issues, including systems, Windows and Linux OS, databases, storage
systems, cloud solutions, virtual environments, MS Azure, etc.
Use remote tools to access and troubleshoot IT infrastructure
devices and servers.
Document all incidents, troubleshooting steps,
and resolutions in the incident management system.
Incident Management:
Categorize and prioritise incidents based on
severity and impact.
Ensure timely communication with affected
stakeholders and provide updates until the issue is resolved.
Follow up on escalated issues to ensure they are
being addressed promptly by higher-level support teams.
IT Infrastructure and
System Maintenance:
Assist in routine IT infrastructure and system
maintenance tasks, including applying patches, updates, and configuration
changes.
Support in performing health checks on IT
infrastructure devices, servers, and critical services to ensure optimal
performance.
Documentation and
Reporting:
Maintain accurate and up-to-date documentation
of the IT infrastructure topology, configurations, and standard operating
procedures (SOPs).
Generate daily, weekly, and monthly reports on
IT infrastructure performance, incidents, and other key metrics.
Collaboration and
Communication:
Collaborate with L2 and L3 engineers, as well as
other IT teams, to resolve complex issues and improve IT infrastructure
reliability.
Participate in team meetings to discuss ongoing
issues, share knowledge, and contribute to continuous improvement initiatives.
Shift Work and
On-Call Support:
Be willing to work in a 24/7 shift environment,
providing round-the-clock support as part of the NOC team.
Participate in on-call rotations to ensure
coverage during off-hours and weekends.
Required
Qualifications:
Experience:
3+ years of experience in large industry
monitoring digital infrastructure in a production environment.
Technical Skills:
Experience in troubleshooting infrastructure
components (systems, Windows and Linux OS, databases, storage systems, cloud
solutions, virtual environments, MS Azure).
Monitoring Tools:
Experience with IT infrastructure monitoring
tools (SolarWinds) and incident management systems (ServiceNow).
Troubleshooting:
Strong analytical and problem-solving skills,
with the ability to perform basic troubleshooting on IT infrastructure and
system issues.
Communication:
Excellent communication skills, both written and
verbal, with the ability to document and explain technical issues clearly.
Certifications:
Microsoft/Linux/Cloud/Hardware/Solarwinds
certifications are preferred.
Preferred
Qualifications:
Experience in a 24/7 operations environment,
particularly in a NOC or similar role.
Familiarity with ITIL processes, particularly
incident and problem management.
Knowledge of cloud environments (e.g., AWS,
Azure) and their monitoring tools.
Good understanding of digital and cybersecurity
service management processes.
Exposure to configuration management tools.