NOC Support L1 Technician

About the role

We are looking for a proactive NOC Support L1 Technician to monitor, maintain, and support the NetSapiens software platform, its underlying infrastructure, and associated VoIP services. The role blends real‑time monitoring, incident triage, technical troubleshooting, and clear communication with customers and internal teams.

Key responsibilities

• Develop deep expertise in the NetSapiens platform, network architecture, and VoIP technologies.
• Monitor dashboards and alerting tools, respond to service degradations, and follow documented escalation procedures.
• Provide intermediate to advanced VoIP technical support via phone, email, chat, and ticketing systems.
• Diagnose and resolve platform, application, network, and VoIP issues using logs, monitoring data, and debugging tools.
• Escalate complex incidents with full diagnostic evidence and clear handover notes.
• Maintain accurate ticket records, contribute to runbooks, knowledge articles, and process improvements.
• Participate in shift handovers, ensuring clear ownership of open incidents.
• Support new customer deployments, system audits, and licensing changes within the NOC scope.

Required profile

• Prior experience in a NOC or communications environment is preferred.
• Familiarity with ticketing tools such as Zendesk or Jira.
• Strong understanding of VoIP, SIP, IP phones, ATA adapters, and softphones.
• Comfortable using the Linux command line for troubleshooting.

Required skills

• NetSapiens platform knowledge
• Network architecture fundamentals
• VoIP and SIP protocols
• Linux command‑line proficiency
• Zendesk ticketing system
• Jira issue tracking