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Job Description

JOB DESCRIPTION

Job Title

NOC Engineer – Service Delivery (L1 – Voice)

Location: Mumbai (Work from Office)

Department: GNOC

Experience: 0–1 Year

Shift: 24×7 Rotational Support

Job Summary

We are looking for a motivated Engineer – Service Delivery (L1) to support enterprise Voice and Unified Communication platforms. The candidate will be responsible for first-level incident handling, monitoring, and troubleshooting while ensuring SLA-driven support in a 24×7 operational environment.

Required Technical Skills

Strong foundation in IT / Telecommunications (Degree/Diploma preferred)

Basic understanding of PBX and Avaya systems (Avaya certification is an added advantage)

Understanding of IP Telephony and VoIP fundamentals

Basic knowledge of networking concepts (TCP/IP, VLAN, Routing basics)

Familiarity with ticketing tools such as ServiceNow (preferred)

Soft Skills

Strong troubleshooting and analytical mindset

Good reasoning and problem-solving abilities

Effective verbal and written communication skills

Client-focused and service-oriented approach

Ability to work in a team and handle pressure in SLA-driven environments

Key Responsibilities

Provide L1 support for Avaya Communication Manager, Session Manager, and related voice applications

Monitor and manage incidents via ServiceNow, ensuring timely updates and SLA adherence

Perform initial diagnosis, basic call trace analysis, and escalate issues to L2/L3 teams when required

Handle user requests such as extension creation/modification, call routing, hunt groups, and voicemail configuration

Perform proactive monitoring of trunks, gateways, and voice infrastructure

Coordinate with internal teams and stakeholders for issue resolution

Support scheduled maintenance activities and documentation updates

Ensure adherence to SOPs, compliance standards, and defined service processes