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