NOC - Technical Support

Sutherland; Hyderabad; On-site; INR 700,000 - 1,100,000; Full time

Benefits offered by this job

Shift allowances + Transportation

Job summary

Sutherland is seeking a Tier 2 Network Operations Specialist (NOC) / Technical Support Engineer to manage complex network incidents from Hyderabad. You will handle escalations, perform RCA, and collaborate across engineering and vendor teams to deliver timely resolutions.

The role requires 2-5+ years of NOC/tech support experience, strong IPC routing and security knowledge, and proficiency with monitoring tools. Rotational shifts and a full-time onsite position in Hyderabad are offered.

Qualifications

• 2-5+ years of experience in Network Operations or technical support.
• Experience with network troubleshooting and RCA.
• Familiarity with monitoring tools and ITSM processes.
• Strong communication and customer-facing skills.

Responsibilities

• Troubleshoot and resolve complex network and infrastructure incidents across enterprise environments.
• Handle escalations from Tier 1 support and drive issues through to resolution.
• Perform root cause analysis (RCA) and document technical findings and resolutions.
• Diagnose and support technologies including Routing & Switching, Firewalls, VPNs, LAN/WAN, Wireless Networks, and Network Security.
• Monitor network health using enterprise monitoring tools and proactively identify issues.
• Collaborate with Engineering, NOC teams, vendors, and customers to resolve incidents.
• Maintain SLA compliance, incident ownership, and accurate documentation.
• Participate in change management, problem management, and continuous service improvement initiatives.

Skills

TCP/IP

Routing & Switching

BGP

VPN

LAN/WAN

Wireless Networking

Network Security

Troubleshooting

RCA

Communication

Tools

PRTG

SolarWinds

Datadog

Nagios

Zabbix

LogicMonitor

ServiceNow

Fortinet/FortiGate

Cisco Meraki

Job description

Job Title - Tier 2 Network Operations Specialist (NOC) / Technical Support Engineer - L2

Experience: 2-5+ Years
Shifts: Rotational
Employment Type: Full Time
Location: Hyderabad
Perks& benefits: Shift Allowances + Transportation

Key Responsibilities

• Troubleshoot and resolve complex network and infrastructure incidents across enterprise environments.
• Handle escalations from Tier 1 support and drive issues through to resolution.
• Perform root cause analysis (RCA) and document technical findings and resolutions.
• Diagnose and support technologies including Routing & Switching, Firewalls, VPNs, LAN/WAN, Wireless Networks, and Network Security.
• Monitor network health using enterprise monitoring tools and proactively identify issues.
• Collaborate with Engineering, NOC teams, vendors, and customers to resolve incidents.
• Maintain SLA compliance, incident ownership, and accurate documentation.
• Participate in change management, problem management, and continuous service improvement initiatives.

Required Skills

Networking

• Strong understanding of TCP/IP, Routing, Switching, VLANs, STP, OSPF, BGP, VPN, NAT, DNS, DHCP, LAN/WAN, Wireless Networking, and Network Security.

Security Technologies

• Hands-on experience with Fortinet/FortiGate, Cisco Meraki, Firewalls, ACLs, IPSec, and SSL VPN.

Monitoring & ITSM

• Experience with one or more monitoring tools such as PRTG, SolarWinds, Datadog, Nagios, Zabbix, or LogicMonitor.
• Familiarity with ServiceNow, Incident Management, Change Management, and Problem Management processes.

Troubleshooting

• Strong expertise in Root Cause Analysis (RCA), Packet Analysis, Log Analysis, Network Diagnostics, Performance Analysis, and Incident Resolution.

Soft Skills

• Excellent verbal and written communication skills.
• Strong customer-facing, analytical, and problem-solving abilities.
• Ownership mindset with the ability to manage escalations and collaborate across teams.

Preferred Qualifications

• Certifications such as CCNA, CCNP, NSE4 (Fortinet), or ITIL Foundation.
• Experience working in Network Operations Centers (NOC), Managed Services, Enterprise Networking, Infrastructure Support, or MSP environments.
• Exposure to Cisco Meraki, SD-WAN, Linux, Cloud Networking (AWS/Azure), and enterprise monitoring tools is an added advantage.