NOC Tier 2 Technical Support

2 days ago

Belgrade, Central Serbia ENI-ONE LTD Full time €30,000 - €60,000 per year

We're on the hunt for a Tier 2 Support Engineer to join our Global Network Operations Center (NOC) — a highly technical, service-critical team that ensures the smooth operation of our real-time gaming platforms.

This is not a traditional IT helpdesk role. You won't be fixing employee laptops or printers. Instead, you'll be actively monitoring complex infrastructures, detecting live issues in game sessions, investigating anomalies, and working alongside our DevOps, R&D, and Engineering teams to resolve incidents quickly and efficiently.

What You'll Do:

  • Monitor critical systems using tools like Grafana, Kibana, New Relic, and Sentry
  • Act as the main escalation point for Tier 1 Support, diving into production incidents
  • Triage tickets and manage investigations via Jira, Zoho, Slack, and other tools
  • Perform root cause analysis (RCA) on recurring issues and contribute to permanent fixes
  • Work closely with DevOps & Engineering to validate deployments and ensure system health
  • Participate in incident post-mortems, write clear runbooks, and contribute to technical documentation
  • Mentor Tier 1 staff and improve processes through knowledge sharing
  • Monitor uptime, SLAs, and flag potential issues before they impact users

What You Bring:

  • 2–4 years of hands-on experience in Technical Support, IT Ops, or NOC roles
  • Familiarity with Linux, DNS, networking fundamentals, and cloud environments
  • Working knowledge of monitoring tools like Grafana, Zabbix, Datadog, etc.
  • Strong troubleshooting skills and a methodical approach to incident resolution
  • Clear communication skills and ability to work in a high-stakes, fast-paced setting

Bonus Skills:

  • Scripting (Bash, Python)
  • Understanding of containerized environments (Docker/K8s)
  • Exposure to CI/CD pipelines and observability tooling
  • Experience supporting high-availability production systems

Shift Info:

This is a 24/7 rotating shift role, including nights, weekends, and holidays.

On-call rotations may apply depending on team structure.

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