NOC Support Engineer

Accountabilities: Monitor global network infrastructure, event management systems, and operational alerts to identify potential service disruptions. Provide support for large-scale TCP/IP, VPN, and MPLS networks, including routing protocols such as OSPF, BGP, EIGRP, RIP, and IS-IS. Configure, troubleshoot, and maintain Cisco, Arista, and Juniper routers and switches. Perform second-level network and protocol troubleshooting, debugging, and incident investigation. Monitor and manage incoming customer emails and respond to telephone inquiries directed to Network Operations. Create, document, and manage incident tickets in the incident management system, ensuring accurate prioritization and assignment to the appropriate technical teams. Perform initial incident triage using established runbooks and operational procedures. Coordinate with NOC engineers and technical support teams to ensure incidents are resolved successfully and service is restored with minimal customer impact. Engage external vendors, including Cisco and Juniper Technical Assistance Centers (TAC), to troubleshoot complex network issues and escalate cases when necessary. Maintain and update assigned incident tickets, providing customers and stakeholders with timely progress updates. Coordinate network maintenance activities, change management procedures, and scheduled infrastructure updates in accordance with established policies. Ensure changes undergo appropriate review and verification to minimize implementation risks. Perform operational readiness checks and final technical validations before accepting projects into the NOC environment. Provide rotating on-call and after-hours escalation support as part of a global 24/7 operations team. Deliver high-quality customer-facing technical support while maintaining service reliability and operational standards. Requirements: 3–5 years of experience in network operations, network troubleshooting, and circuit troubleshooting. Strong technical knowledge of TCP/IP, VPN, MPLS, and routing protocols, including OSPF, BGP, EIGRP, RIP, and IS-IS. Hands-on experience configuring and troubleshooting Cisco, Arista, and Juniper routers and switches. Experience working in Network Operations Center (NOC) environments and supporting enterprise or large-scale network infrastructure. Familiarity with incident management, network maintenance, and change management processes. Experience working directly with external customers and providing technical support in service-oriented environments. Excellent written and verbal communication skills, with the ability to explain technical issues clearly and professionally. Strong organizational, time-management, multitasking, and prioritization skills. High attention to detail, reliability, punctuality, and a proactive approach to problem-solving. Ability to work independently while collaborating effectively within a global technical team. Familiarity with Microsoft Office, communication software, and Visio. ITIL certification is preferred. A degree in Computer Science or a related discipline, or equivalent practical experience, is preferred. Preferred qualifications: Experience supporting financial markets, financial exchanges, or managed service providers and software vendors serving financial institutions; understanding of equity, futures, and options markets; advanced knowledge of exchange market data and order routing protocols; experience supporting and troubleshooting multicast market data streams; familiarity with financial trading environments; and direct trading experience. Willingness to participate in rotating 24/7 global coverage and after-hours on-call support. Benefits: Full-time employment opportunity. Opportunity to work with global network infrastructure and critical financial markets technology. Exposure to advanced networking technologies and complex technical challenges. Collaboration with international engineering, technical support, and vendor teams. Opportunities to develop networking expertise and expand technical knowledge. Professional growth within a global technology and network operations environment. Opportunity to contribute directly to network stability, availability, and customer satisfaction.