Associate - NOC Support
Role Overview
Associate – NOC Support provides first-level technical monitoring and support for IT infrastructure, networks, and cloud services.
The role works in the Cloud, Infrastructure & Security Services team to support service availability, performance, and incident resolution in line with SLAs.
The position supports mission-critical systems for enterprise and government clients.
Key Skills for This Role
Full Job Posting
Role overview
Associate – NOC Support provides first-level technical monitoring and support for IT infrastructure, networks, and cloud services.
The role works in the Cloud, Infrastructure & Security Services team to support service availability, performance, and incident resolution in line with SLAs.
The position supports mission-critical systems for enterprise and government clients.
Monitoring and incident handling
- Monitor servers, network devices, cloud platforms, storage, and critical applications around the clock using monitoring tools.
- Respond to alerts, faults, and performance issues; check system health and availability and log abnormalities in ITSM or ticketing tools.
- Triage incidents, use standard troubleshooting steps, and escalate unresolved or critical issues to L2 with diagnostic information.
Operations and service support
- Perform scheduled checks of CPU, disk space, backups, and network links; review logs, validate alerts, and restart services under supervision.
- Notify stakeholders and support teams of outages, service degradation, and active incidents through appropriate communication channels.
- Maintain SOPs, troubleshooting documentation, and escalation paths; follow internal IT policies, security guidelines, and ISO/ITIL standards.
- Support infrastructure maintenance, patching, service restarts, system updates, and digital transformation or process-improvement initiatives.
Education and experience
- Bachelor’s degree in Computer Science, Information Technology, or a related field from a recognized university.
- Minimum 1–3 years of related experience.
- English and Arabic language requirement.
Technical skills
- Basic understanding of TCP/IP, DNS, DHCP, Windows and Linux operating systems, and cloud platforms.
- Ability to interpret monitoring alerts and distinguish false alarms from actionable incidents.
Interfaces
External interfaces include clients, partners, vendors, service providers, industry groups, professional organizations, and user forums.
Internal interfaces include the Managed Monitoring Services leader, business units, IT support personnel, and other company personnel.
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