Associate Support Engineer

(NOC) Engineer/Technician is responsible for ensuring the high availability, performance, and security of a company's cloud-based infrastructure (AWS, Azure, GCP) and network systems. They serve as the first point of contact for technical issues, performing 24/7 monitoring, troubleshooting, and incident response to minimize downtime. Core Responsibilities 24/7 Monitoring & Alerting: Continuously watch over cloud infrastructure, network traffic, servers, and applications using monitoring tools to detect and resolve issues proactively. Incident Management & Troubleshooting: Diagnose and resolve network, server, and cloud-specific issues within agreed Service Level Agreements (SLAs). Escalation: Identify, document, and escalate complex issues to Tier II, Tier III, or engineering teams. Maintenance & Updates: Perform patch management, system upgrades, and routine maintenance to maintain system security. Documentation: Maintain detailed documentation of incidents, resolutions, and network performance, including generating incident reports. Support & Communication: Provide technical support to internal teams and clients, including Required Skills and Qualifications Technical Expertise: Strong understanding of IP networks, cloud platforms (e.g., AWS, Azure, GCP), Linux operating systems, and network troubleshooting tools. Experience: Previous experience in a NOC environment or similar IT infrastructure support role is typically required. Analytical Skills: Strong problem-solving skills to analyze root causes and fix issues. Communication: Excellent verbal and written skills to interact with clients and other IT teams. Flexibility: Availability to work in shifts, including nights and weekends (24/7 environment). Education: A bachelors degree in computer science, information systems, or a related field is often preferred. Key Performance Metrics System Uptime: Maintaining high availability of network services. Time to Resolution: Quickly resolving incidents to minimize business impact. Ticket Accuracy: Proper documentation and categorization of incidents. Qualifications Bachelors Degree Range of Year Experience-Min Year 0 Range of Year Experience-Max Year 2