L1 NOC Support Engineer

SRM Technologies·Remote(United States)
Support

WFA Digital Insight

As the demand for skilled IT professionals continues to rise, with a 25% increase in job postings for remote support engineers in the past year, SRM Technologies is seeking a highly skilled L1 NOC Support Engineer to join their team. In this role, you'll be responsible for 24x7 monitoring and first-level support for IT infrastructure, applications, and network systems. With the majority of companies now relying on remote work, the need for skilled support engineers who can ensure minimal downtime and optimal system performance is more crucial than ever. Candidates should be proactive, detail-oriented, and have a strong understanding of networking concepts, Windows/Linux operating systems, and server and application monitoring. Before applying, ensure you have the necessary skills and experience, and be prepared to work in a fast-paced, dynamic environment.

Job Description

About the Role

The L1 NOC Support Engineer role at SRM Technologies is a critical position that requires a proactive and detail-oriented individual to provide 24x7 monitoring and first-level support for IT infrastructure, applications, and network systems. As a key member of the team, you will be responsible for ensuring minimal downtime and optimal system performance. The role involves working in a 24x7 shift environment, including night shifts and weekends, and collaborating with cross-functional teams during outages and major incidents.

The successful candidate will have a strong analytical, troubleshooting, and communication skills, with the ability to work in a fast-paced, dynamic environment. You will be expected to follow standard operating procedures (SOPs) and ensure compliance with organizational policies. The team at SRM Technologies is committed to providing high-quality support to their clients, and you will be an integral part of this process.

In this role, you will have the opportunity to work with a variety of technologies, including monitoring tools such as SolarWinds, Nagios, and Zabbix. You will also have the chance to develop your skills in ITIL processes, including incident, problem, and change management.

What You Will Do

  • Monitor IT infrastructure, networks, servers, and applications using monitoring tools in a 24x7 shift environment
  • Identify, log, and respond to alerts, incidents, and service requests in a timely manner
  • Perform initial troubleshooting and root cause identification for recurring issues
  • Escalate unresolved incidents to L2/L3 teams as per defined SLAs
  • Maintain incident tickets and ensure accurate documentation in ITSM tools (e.g., ServiceNow, Remedy, Jira)
  • Follow standard operating procedures (SOPs) and ensure compliance with organizational policies
  • Provide status updates to stakeholders regarding incident progress
  • Perform routine health checks of systems, applications, and network devices
  • Coordinate with cross-functional teams during outages and major incidents
  • Ensure adherence to SLA/KPI targets and uptime requirements

What We Are Looking For

  • Bachelor’s degree or diploma in Computer Science, IT, or related field
  • 0–3 years of experience in NOC / IT Support
  • Basic understanding of networking concepts (TCP/IP, DNS, DHCP, VPN)
  • Strong analytical, troubleshooting, and communication skills
  • Knowledge of Windows/Linux operating systems
  • Familiarity with server and application monitoring
  • Knowledge of ITIL processes (Incident, Problem, Change Management)
  • Ability to work in a 24x7 rotational shift environment
  • Strong teamwork and collaboration skills

Nice to Have

  • Experience with cloud platforms (Azure, AWS, or GCP)
  • Exposure to scripting (PowerShell, Bash)
  • Understanding of log analysis and alert management

Benefits and Perks

  • Competitive salary
  • Opportunity to work with a variety of technologies
  • Collaborative and dynamic work environment
  • Professional development opportunities
  • Flexible working hours
  • Remote work stipend
  • Access to cutting-edge tools and technologies
  • Comprehensive health and wellness programs
  • Generous paid time off policy

How to Stand Out

  • Make sure to highlight your experience with monitoring tools such as SolarWinds, Nagios, and Zabbix in your resume and cover letter.
  • Familiarize yourself with ITIL processes, including incident, problem, and change management, to increase your chances of success in this role.
  • Be prepared to provide specific examples of times when you had to troubleshoot complex issues and escalate them to higher-level teams.
  • Show a willingness to learn and adapt to new technologies and processes, as this role requires a high level of flexibility and adaptability.
  • Emphasize your strong analytical, troubleshooting, and communication skills, as these are essential for success in this role.
  • Research the company culture and values to ensure you are a good fit for the team, and be prepared to ask questions during the interview process.
  • Consider creating a portfolio or examples of your work to demonstrate your skills and experience to potential employers.

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