Job Title:
NOC Engineer – Service Delivery (L1 – Voice)
Location: Mumbai (Work from Office)
Department: GNOC
Experience: 0–1 Year
Shift: 24×7 Rotational Support
We are looking for a motivated Engineer – Service Delivery (L1) to support enterprise Voice and Unified Communication platforms. The candidate will be responsible for first-level incident handling, monitoring, and troubleshooting while ensuring SLA-driven support in a 24×7 operational environment.
Required Technical Skills
Strong foundation in IT / Telecommunications (Degree/Diploma preferred)
Basic understanding of PBX and Avaya systems (Avaya certification is an added advantage)
Understanding of IP Telephony and VoIP fundamentals
Basic knowledge of networking concepts (TCP/IP, VLAN, Routing basics)
Familiarity with ticketing tools such as ServiceNow (preferred)
Soft Skills
Strong troubleshooting and analytical mindset
Good reasoning and problem-solving abilities
Effective verbal and written communication skills
Client-focused and service-oriented approach
Ability to work in a team and handle pressure in SLA-driven environments
Key Responsibilities
Provide L1 support for Avaya Communication Manager, Session Manager, and related voice applications
Monitor and manage incidents via ServiceNow, ensuring timely updates and SLA adherence
Perform initial diagnosis, basic call trace analysis, and escalate issues to L2/L3 teams when required
Handle user requests such as extension creation/modification, call routing, hunt groups, and voicemail configuration
Perform proactive monitoring of trunks, gateways, and voice infrastructure
Coordinate with internal teams and stakeholders for issue resolution
Support scheduled maintenance activities and documentation updates
Ensure adherence to SOPs, compliance standards, and defined service processes
Black Box is a global leader in digital infrastructure solutions, delivering network and system integration, managed services, and technology products to Fortune 100 and top global enterprises. With a presence across the United States, Europe, India, Asia Pacific, the Middle East, and Latin America, Black Box serves businesses across financial services, technology, healthcare, retail, public services, and manufacturing.
Supported by a global team of around 3,600 professionals and strategic partnerships with leading technology providers, Black Box delivers end-to-end solutions in network integration, digital connectivity infrastructure, data center buildouts, modern workplace solutions, and cybersecurity. Its Technology Products portfolio enhances business operations with cutting-edge solutions in AV, IoT, KVM, Networking, Infrastructure, and Cables.
