NOC ENGINEER

Job Description

Monitors and maintains network systems, servers, and critical infrastructure to ensure 24/7 uptime and performance. Troubleshoots network issues, escalates incidents when necessary, and works to quickly resolve outages or degradations in service.

RESPONSIBILITIES & REQUIREMENTS

• First level support to Internal / External customers for all service-related issues.
• Log all help desk activity into Service Desk Management System.
• Escalate Service Desk issues to appropriate Supervisor/Manager when necessary.
• Detailed tracking of each customer's service needs ticketing system.
• Respond to client requests, notifications, and out of service events generated by monitoring tools.
• Follow-up with customers to ensure all issues/needs have been resolved/met.
• Proactive monitoring and timely issue resolution of production systems.
• Proper escalation of issues to management and vendors according to established guidelines and policies.
• Performing remote troubleshooting through diagnostic techniques and pertinent questions.
• Troubleshoot including pulling logs, analyzing logs, simulating customer?s environment to duplicate problems.
• Recognize and escalate more difficult problems to Tier II support.
• Primary point of contact of third-party service providers who will be contacted for interconnections, issues, outages, and troubleshooting.
• Occasional visits to POP / Client End.
• Hardware configuration and validation of network related devices such as xDSL modems, network interface devices, Layer 2/Layer 3 switches, firewalls, routers, microwave radios, voice, VoIP, SIP, PRI, hosted voice, and analog voice services.

Education and Work Experience

• Bachelor's degree or equivalent in Computer Science or Engineering.
• 5-7 years? relevant work experience.
• Preferably a CCNA/CCNP certified candidate

EDUCATION, WORK EXPERIENCE & SKILLS REQUIRED:

• Knowledge of TCP/IP, Layer2 and Layer3 devices and general network theory.
• Understating of Routing & Switching protocols, complex transport system hardware and software architectures.
• Familiarity with various operating systems and platforms (e.g. windows server 2012 R2 & 2016, windows 10, VM ware environment)
• Excellent understanding of technologies, operating systems, networking, anti-virus, back-ups, systems and firewalls.
• Can troubleshoot and design complex router configurations; specifically, Juniper, Cisco, Maipu and Mikrotik configurations.
• Hands on experience of Quality of Service in a Voice Over IP environment and VOIP protocols such as SIP, RTP/SRTP including TLS.
• Skilled with Network Management tools (Monitoring, flow analysis, graphing).
• Experience as a Windows and Linux systems administrator, technical support or similar, of which shall have involved the support and provisioning of Cloud workloads, preferably in Azure / Amazon / Google Cloud.
• Excellent knowledge of IPv4, IPv6, OSPF, BGP, and MPLS/LDP, DNS DHCP, VPN & NAT.