NOC Engineer

Overview

Overview
The NOC engineer is the first point of contact for all customer queries and provides the first level of service for the customers. Part of the 24×7 infrastructure surveillance team, providing 24×7 coverage efforts for Managed Infrastructure Services to ensure maximum possible service availability and performance.

Primary Responsibilities

Fault handling and escalation (identifying and responding to faults on systems and networks, liaising with 3rd party suppliers, handling escalation through to resolution).
Handling the Issues reported by users and give them initial response within defined time frame.
Knowledge of Network, topologies, standards and infrastructure
Provisioning (IP assignment, core network configuration, DNS setup, monitoring and graphing for colocation, leased lines, customer backup and other customer network services)
Server build and installs, application upgrades, network equipment build and installation.
Maintaining hardware serial audits, writing custom monitoring plugins and configuring bespoke graphing.
Maintenance of WIKI and technical documentation (for NOC) of processes and procedures used throughout normal operations.
Participate in a 24×7 shift and support 24×7 call-out rota if required.
Good understanding of ITIL standards and should have worked in the ITIL framework
Takes network problem complaints from the users, analyses them and depending on the difficulty of the problem, either seeks help or solves them himself.
Case Assignment to the appropriate queue after analysis
Excellent time management and organizational skills, and ability to handle multiple concurrent tasks and projects with minimal supervision
Experience of working on Network tools, Kaseya, System tools, MS applications,
Operating systems, Active Directory access requests and MFA requests.
Experience using trouble-ticketing and service management systems

Job Requirements

Bachelor’s degree and/or equivalent combination of education/training and experience
for the role (MS Certifications preferred).
Good communicator with a natural aptitude for dealing with people.
Basic Linux CLI and sysadmin skills.
Strong analytical skills and able to collate and interpret data from various sources.
Ability to assess and prioritise faults and respond or escalate accordingly
Preferred to have or aware of at-least 1 or 2 monitoring tools like PRTG, SolarWinds, Nagios, ITIL V3 Certification
Working hours: 24/7 rotational shifts

Professional Skills

A Team player with positive attitude
Excellent interpersonal and communication skills
Open-minded, adapt quickly to new environments and a quick learner