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About 2P

Since 2004, 2P has been a leader in Saudi Arabia’s ICT landscape, delivering integrated technology solutions that help organizations accelerate digital transformation and improve operational efficiency. With a strong foundation in innovation and service excellence, 2P continues to provide end-to-end solutions through its specialized business units and trusted market expertise. We are always looking to connect with talented professionals who are passionate about making an impact and growing within a dynamic, forward-looking environment.

NOC Engineer

Job Purpose

The NOC Engineer is responsible for providing first-level monitoring, troubleshooting, incident logging, and escalation support for network, system, application, and service-related issues. The role acts as the initial point of contact within the Network Operations Center, ensuring alerts and incidents are handled promptly, documented accurately, prioritized correctly, and resolved or escalated according to defined procedures and service level agreements.

The position plays an important role in supporting 24/7 service availability, maintaining operational stability, and ensuring smooth communication during incidents and shift handovers.

Key Responsibilities

Network & System Monitoring

• Monitor network devices, servers, applications, and services using approved NOC monitoring tools.
• Identify alerts, abnormalities, outages, and performance degradation in real time.
• Perform routine monitoring activities to ensure service availability and operational continuity.
• Follow documented Standard Operating Procedures (SOPs) for alert handling and incident response.

Incident Response & First-Level Troubleshooting

• Respond to alerts, incidents, and service requests in a timely manner.
• Perform first-level troubleshooting activities, including ping tests, traceroute, interface checks, basic log review, and connectivity validation.
• Analyze initial symptoms and collect required technical information before escalation.
• Resolve basic network, system, or service issues within L1 scope where possible.
• Ensure incidents are handled in accordance with defined SLAs and escalation procedures.

Escalation Management

• Escalate unresolved or complex issues to L2/L3 support teams based on the escalation matrix.
• Provide complete incident details, troubleshooting steps, logs, and initial findings during escalation.
• Follow up with relevant teams to track escalated incidents until resolution.
• Provide real-time status updates to the team lead and relevant stakeholders when required.

Ticketing & Documentation

• Log all incidents, service requests, actions taken, and updates in the ticketing system such as ServiceNow, Remedy, JIRA, or equivalent.
• Ensure incident tickets are accurate, complete, and updated throughout the incident lifecycle.
• Maintain proper documentation of troubleshooting steps, escalation details, and resolution notes.
• Support knowledge base updates by documenting recurring issues and standard resolutions.

Daily Operations & Health Checks

• Perform routine health checks for network devices, systems, applications, and services.
• Support backup verification activities and daily operational checks as required.
• Prepare and share daily reports related to incidents, alerts, health checks, and operational status.
• Support maintenance windows and change activities by assisting with monitoring and coordination.

Shift Operations & Handover

• Work in a shift-based 24/7 operational environment.
• Ensure proper shift handover with complete updates on open incidents, escalations, pending actions, and service status.
• Maintain shift punctuality and follow assigned duty schedules.
• Communicate clearly with team members to ensure operational continuity between shifts.

Change & Maintenance Support

• Support change management activities by assisting during planned maintenance windows.
• Monitor services before, during, and after changes to identify any service impact.
• Report any abnormalities or post-change incidents to the concerned teams.
• Follow approved procedures during scheduled maintenance and operational changes.

Key KPIs

• Incident response and resolution within SLA.
• Accuracy and completeness of incident tickets.
• Number of incidents correctly resolved at L1 without escalation.
• Quality of communication during incidents and escalations.
• Shift punctuality and adherence to duty schedules.
• Quality of shift handover and operational updates.
• Compliance with SOPs and escalation procedures.
• Timeliness and accuracy of daily operational reports.

Qualifications & Requirements

Education

• Bachelor’s degree or diploma in Information Technology, Telecommunications, Computer Science, Network Engineering, or a related field.

Experience

• Minimum 1-3 years of experience in IT support, Network Operations Center, technical support, or a related role.
• Previous experience working in a 24/7 shift-based operational environment is preferred.
• Experience in incident monitoring, ticket handling, escalation, and basic troubleshooting is required.

Technical Skills

• Basic understanding of networking concepts, including:
• IP addressing
• DNS
• DHCP
• TCP/UDP
• VLANs
• Routing and switching basics
• Familiarity with monitoring tools such as:
• SolarWinds
• Zabbix
• Nagios
• ManageEngine
• Or similar tools
• Knowledge of ticketing systems such as:
• ServiceNow
• Remedy
• JIRA
• Or equivalent systems
• Ability to perform basic troubleshooting using ping, traceroute, interface checks, and log review.
• Basic understanding of network devices, servers, applications, and service monitoring.
• Ability to follow SOPs, escalation procedures, and incident management processes.
• Familiarity with ITIL incident management practices is preferred.

Preferred Certifications

• ITIL Foundation certification is preferred.
• CompTIA Network+, CCNA, or equivalent entry-level networking certification is an advantage.

Professional Skills

• Strong communication skills.
• Ability to work under pressure during incidents and service interruptions.
• Good documentation and reporting skills.
• Strong attention to detail.
• Ability to work effectively in a shift-based 24/7 environment.
• Good coordination skills with L2/L3 teams and stakeholders.
• Ability to follow instructions, procedures, and escalation paths accurately.

Competencies

• Accountability and ownership.
• Attention to detail.
• Problem-solving mindset.
• Customer-centric approach.
• Teamwork and collaboration.
• Communication and coordination.
• Discipline and punctuality.
• Continuous improvement mindset.