Ability to investigate network alerts and connectivity problems, establish scope and impact, perform initial diagnostics, and determine whether an issue can be resolved at Level 1 or requires engineering escalation.
Working knowledge of **TCP/IP, DNS, DHCP, VPNs, routing, switching, firewalls, and general network connectivity troubleshooting**.
Experience monitoring infrastructure alerts, working from dashboards, managing incidents through a ticketing system, determining severity, and tracking issues through resolution.
Ability to follow customer-specific runbooks, troubleshooting procedures, escalation paths, and support playbooks while maintaining accurate ticket notes.
**TCP/IP**
**IPv4 addressing and subnetting fundamentals**
**DNS**
**DHCP**
**LAN/WAN connectivity**
**VPN technologies**
**Routing and switching**
**Network availability and performance monitoring**
**Basic firewall concepts**
**1-5 years** of experience in NOC operations, network support, service desk, infrastructure support, technical support, or a comparable technical environment.
Hands-on experience troubleshooting technical or network connectivity issues.
Foundational understanding of enterprise networking.
Experience working within a ticketing or incident-management system.
Ability to follow established technical procedures and escalation paths.
Strong documentation and note-taking skills.
