Qualifications

• Minimum of 2+ years of experience in NOC or network support roles

• Operational maturity level 2 or higher (procedural / guided execution)

• Experience working in structured operational environments with defined workflows and runbooks

• Basic understanding of ITIL-aligned incident, problem, and change management processes

Responsibilities

• Monitor alerts and events across network and security domains

• Open, triage, and update incidents in ServiceNow following defined workflows

• Execute standard operational tasks according to documented procedures and runbooks

• Perform basic network diagnostics, including connectivity checks and guided troubleshooting

• Escalate non-standard or complex issues to Network Engineers or Senior Engineers

• Maintain high-quality operational records, including ticket updates, execution notes, and documentation changes

• Support IMAC and routine operational activities

• Assist with failover testing and monitoring activities in data center and cloud interconnect contexts, as guided

• Participate in daily operational handshakes and handovers with off‑premises teams

Technical Skills (Must-Have)

• Routine monitoring and ticket handling using ServiceNow

• Ability to follow structured workflows for incident, problem, and change management

• Basic network diagnostics across WAN, LAN, Wi‑Fi, and security domains

• Familiarity with monitoring and observability platforms such as Zabbix, SolarWinds, and Grafana

• Experience using documentation tools such as Confluence

Certifications (Expected)

• CompTIA Network+

• Cisco Certified Technician (CCT)

• ITIL Foundation

Nice to Have

• Exposure to data center or cloud connectivity environments

• Experience supporting knowledge transfer and documentation updates

• Basic understanding of network security concepts

• Previous experience in enterprise-scale or tender-based operational services

Additional Information

• Location: Lisbon or Porto

• Working Model: Hybrid