Telecom Specialist I

Overview

First-line Network Operations Center (NOC) role monitoring critical network, server, and cloud infrastructure, triaging alerts, performing initial troubleshooting, and escalating unresolved issues to higher-tier teams to maintain system availability and SLA adherence.

What you'll do

• Continuously monitor enterprise network infrastructure, servers, applications, and links via monitoring tools (e.g., Nagios, Zabbix, SolarWinds, Datadog, PRTG).
• Acknowledge alerts, perform initial analysis, create detailed incident tickets in platforms like ServiceNow or Jira, and assign proper priority levels.
• Execute standard runbooks to resolve Tier-1 issues, such as device reboots, interface resets, ISP link flaps, disk space cleanups, and service restarts.
• Escalate unresolved incidents to L2/L3 engineers, vendor support (e.g., ISPs, hardware vendors), or internal stakeholders within defined SLA timelines.
• Maintain accurate shift handover logs, document recurring issues, and update Standard Operating Procedures (SOPs).

What you'll need

• Strong grasp of networking fundamentals: OSI layers, TCP/IP suite, DNS, DHCP, VPN, VLANs, routing protocols (OSPF, BGP basics), and subnetting.
• Basic command-line troubleshooting skills in Linux/Unix and Windows Server environments.
• Familiarity with network diagnostic utilities (ping, traceroute, mtr, nslookup, tcpdump, netstat) and ticketing systems.
• Clear verbal and written English communication for cross-functional collaboration and stakeholder notifications during outages.
• Bachelor's degree in Computer Science, Information Technology, Electronics & Telecommunications, or equivalent diploma.
• 0–2 years of experience in a Network Operations Center, technical support, or IT helpdesk environment.

Nice to have

• Cisco CCNA, CompTIA Network+, CompTIA Security+, or ITIL v4 Foundation certification.

Details

• Participate in 24/7 support with other teams across the globe.
• Some weekend work may be required.
• Must be able to perform office-related tasks, including prolonged sitting or standing, and move within an office environment.
• Must be able to use a computer and communicate effectively; some positions may require occasional repetitive wrist, hand, or finger movements.