The NOC Operator – L1 serves as the first line of monitoring and operational support, ensuring the continuous 24×7 observation of the organization’s IT systems, applications, servers, and network infrastructure.

The role is responsible for identifying and acknowledging alerts, performing initial troubleshooting based on approved SOPs and runbooks, accurately recording incidents, and escalating unresolved issues to the NOC Shift Lead or L2 support team within the defined SLA.

Key Responsibilities

• Continuously monitor infrastructure, network, server, and application dashboards, alerts, events, and system logs.

• Acknowledge alarms and system-generated alerts within the defined response time.

• Perform initial incident assessment, categorization, prioritization, and troubleshooting in accordance with established SOPs and runbooks.

• Resolve basic incidents at the first level wherever possible.

• Escalate unresolved, critical, or recurring incidents to the NOC Shift Lead, L2 support team, or relevant technical team.

• Create and maintain incident tickets in the ITSM system with complete and accurate information.

• Record troubleshooting actions, observations, escalation details, and resolution updates in each incident ticket.

• Track open incidents and follow up with the relevant support teams until closure.

• Communicate incident updates and operational information clearly during shift handovers.

• Support the preparation of shift reports, incident summaries, and operational updates.

• Adhere to incident management procedures, escalation matrices, SLAs, and organizational policies.

• Work effectively in a 24×7 rotational shift environment, including weekends and public holidays.

Desired Candidate Profile

• 1–3 years of experience in IT operations, helpdesk support, service desk operations, or NOC monitoring.

• Practical exposure to enterprise infrastructure, network, server, or application monitoring tools.

• Experience using ITSM or ticketing platforms such as ServiceNow, BMC, ManageEngine, or similar tools.

• Previous experience working in a 24×7 operational environment would be preferred.

Technical Skills

• Basic understanding of networking concepts, including TCP/IP, DNS, DHCP, LAN, WAN, and VPN.

• Basic knowledge of Windows and/or Linux server environments.

• Ability to understand monitoring dashboards, system alerts, logs, and performance indicators.

• Familiarity with incident management, escalation procedures, and SLA-based support.

• Ability to follow technical SOPs, troubleshooting guides, and operational runbooks.

• Basic understanding of IT infrastructure, applications, and service availability.

Behavioural and Communication Skills

• Good analytical and initial troubleshooting abilities.

• Strong attention to detail and accuracy in incident documentation.

• Ability to remain calm and respond appropriately during critical incidents.

• Good verbal and written communication skills.

• Strong teamwork and coordination abilities.

• Willingness to work in rotational shifts within a 24×7 NOC environment.

• Arabic-language business proficiency is mandatory.

Education

• Diploma or bachelor’s degree in Information Technology, Computer Science, Engineering, or a related discipline is preferred.

Preferred Certifications

• ITIL 4 Foundation.

• CompTIA Network+.

• Microsoft Azure Fundamentals (AZ-900).

• Other relevant entry-level networking, infrastructure, or cloud certifications would be an advantage.