L1 and L1.5 Command Center Engineer:

The L1 Network Support Engineer provides first-line support for network infrastructure, focusing on monitoring, basic troubleshooting, incident logging, and escalation . This role ensures network availability by following standard operating procedures (SOPs) and predefined runbooks.

Key Responsibilities

• Monitor network devices and links using NMS tools (SolarWinds, Zabbix, Nagios, etc.)
• Handle L1 incidents related to:
• LAN/WAN connectivity
• Router, switch, firewall alerts
• VPN connectivity issues
• Perform basic troubleshooting using SOPs and checklists
• Create, update, and manage tickets in ITSM tools (ServiceNow, Remedy, etc.)
• Identify incident severity and escalate to L1.15 / L2 teams as per SLA
• Perform basic network health checks (CPU, mem...