NOC Support L1 Technician

About the role

Outsourcing Services International is looking for a proactive Network Operations Center (NOC) Technician to monitor, maintain and support the NetSapiens software platform, its associated infrastructure and VoIP services. The role combines proactive monitoring, incident triage, technical troubleshooting and clear customer communication, working with Customer Service, Infrastructure, Engineering, Deployment and other teams to protect platform availability.

Key responsibilities

• Monitor approved tools and dashboards for alerts, service degradation and customer-impacting incidents, following documented priorities and procedures.
• Provide intermediate to advanced hosted and facilities-based VoIP support by phone, email, chat and tickets.
• Diagnose and resolve platform, application, network and VoIP issues using logs, monitoring data and debugging tools.
• Escalate complex or out-of-scope incidents with diagnostic evidence, impact details and actions taken.
• Recreate customer configurations in lab environments, review settings against best practices and give step-by-step instructions for changes.
• Support new customer deployments and server application installations, perform system audits and licensing changes, and carry out routine maintenance.
• Maintain ticketing and incident records, contribute to runbooks and knowledge articles, and take part in shift handovers.

Required profile

• Any relevant NOC experience, preferably in communications; experience with Zendesk / Jira preferred.
• Working knowledge of the NetSapiens platform and network architecture is a big plus.
• Excellent written and verbal communication, with a customer-focused approach.
• Strong analytical, problem-solving and troubleshooting skills, able to handle multiple active issues and document accurately.
• Ability to follow documented workflows and collaborate across technical and customer-facing teams.

Required skills

• VoIP and SIP, including hosted and facilities-based environments, IP phones, ATA adapters and softphones.
• Linux command line and diagnostic/debugging tools.
• TCP/IP, DNS, routing, firewalls, NAT and packet-level troubleshooting.
• Familiarity with monitoring, logging, ticketing and incident-management tools.
• Certifications such as CCNA, CCNP, JNCIA or JNCIP are beneficial but not essential.