About the job L1 Support Engineer (Network Admin)
As a Level 1 (L1) Support Engineer – Network Monitoring, you will be the front‑line guardian of critical network infrastructure, ensuring availability, performance, and timely resolution of incidents. You'll monitor systems, manage tickets, and coordinate across teams to maintain seamless operations in a 24/7 environment.
What You'll Do and How You'll Succeed
Monitoring & Routine Operations
Proactively monitor health, availability, and performance of network devices and NPMD systems.
Track data center network capacity and utilization, ensuring thresholds are not exceeded.
Perform recurring operational tasks such as configuration backups and script executions.
Provide timely updates and health‑check reports via SMS, chat, email, or dashboards.
Ticket Management & Resolution
Handle incoming tickets from UTS or other systems, monitoring for new entries every 10 minutes.
Validate, isolate, and provide first‑level resolution for incidents, inquiries, and service requests.
Escalate to Level 2 or third‑party vendors when necessary.
Document status updates and resolutions within SLA and communication protocols.
Coordination & Communication
Act as the single point of contact for network concerns from stakeholders.
Coordinate across internal and external teams during incidents and maintenance.
Monitor recurring incident patterns and contribute to continuous improvement by updating the Knowledge Base.
Documentation & Knowledge Management
Assist in developing and maintaining playbooks, runbooks, operating procedures, and network diagrams.
Ensure accurate logging of incidents and resolutions in documentation and systems.
Troubleshooting & Technical Acumen
Understand basics of routers, switches, firewalls, load balancers, and Solar Winds tools.
Execute predefined isolation procedures and known workarounds to restore service.
We'd Love to Hear From You If...
Experience
You have 1–5 years of experience in NOC, IT, or network support/monitoring.
Technical Expertise
You are a graduate in Computer Engineering, IT, or related fields.
You understand Layer 2/3 networking concepts (TCP/IP, VLANs, routing).
You are familiar with Solar Winds, ticketing systems, and documentation tools.
Ways of Working
You have strong problem‑solving skills and attention to detail.
You follow processes and escalation protocols diligently.
You are willing to work in a 24/7 shift schedule, including weekends and holidays.
You communicate clearly and work effectively under pressure in structured environments.
