Key Responsibilities:

• Monitor network, server, and infrastructure health using monitoring and alerting tools
• Administer and support network devices, including routers, switches, and firewalls
• Troubleshoot and resolve issues across LAN, WAN, wireless, VoIP, and transmission networks
• Respond to incidents, raise and track tickets, and ensure timely resolution within SLAs
• Perform root cause analysis (RCA) and implement preventive measures
• Act as a key escalation point for network and infrastructure incidents
• Review and execute remediation actions for SOC-identified security incidents (e.g., firewall rule updates, endpoint isolation via NAC)
• Support remediation of infrastructure vulnerabilities in coordination with system and application owners
• Support domain services (DNS, DHCP, authentication) and Network Access Control (NAC) systems
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• Assist in VoIP support, including IP telephony and call quality troubleshooting
• Execute approved changes, upgrades, and maintenance activities (including after-hours work where required)
• Maintain accurate documentation, including network diagrams, runbooks, and knowledge base articles
• Any other duties assigned by the supervisor

Qualifications & Experience

• Bachelor’s degree in information technology, Computer Science, or related field (or equivalent experience)
• Minimum CCNA certification (or equivalent) required
• Additional certifications (advantage): CompTIA Network+, Security+, ITIL, or vendor-specific certifications
• 3–5 years’ experience in a NOC, network operations, or network support environment

Technical Skills

• Strong knowledge of TCP/IP, routing, switching, VLANs, VPNs
• Hands-on experience with routers, switches, and firewalls
• Familiarity with Network Access Control (NAC) solutions
• Working knowledge of VoIP technologies (SIP, IP telephony)
• Understanding of Active Directory, DNS, and DHCP
• Experience with monitoring tools (e.g., SolarWinds, Nagios, Wireshark)
• Basic understanding of cybersecurity and incident response processes

Key Competencies

• Strong troubleshooting and analytical skills
• Ability to work in a 24/7 shift environment
• Good communication and teamwork skills
• High attention to detail and documentation discipline
• Ability to manage multiple priorities under pressure

Working Conditions

• Shift-based role (day/night/weekends)
• On-call support may be required
• High paced environment
• Performance Metrics
• Incident response and resolution (MTTR)
• Network uptime and availability
• Effectiveness of SOC incident remediation
• Timely closure of vulnerability remediation actions
• Quality and accuracy of documentation