NOC Engineer

Role Description
The role of NOC Engineer is to provide network monitoring and troubleshooting, as a NOC engineer you will interact frequently with technical support, service provisioning and sales teams so it’s important that you are clear and concise in your communications.
Location
Overseas
Required
N/A
Status
Permanent, Full Time

Role Description

The role of NOC Engineer is to provide network monitoring and troubleshooting, as a NOC engineer you will interact frequently with technical support, service provisioning and sales teams so it’s important that you are clear and concise in your communications. You will also work very closely with the Engineering team and as such need to develop a good all-round understanding of systems and networks. Diligence and attention to detail are also key skills along with an ability to multi-task and prioritise work appropriately.

Reporting To:  NOC Manager

Function

As Network Operation Centre (NOC) engineer you have three main functions:

  • to ensure maximum possible service availability and performance
  • to provision customer network services on core equipment
  • to provide support services for Engineering and other technical teams

Responsibilities

Reporting

  • Notify Manager of any issues arising from delivery of responsibilities
  • Inform Service Management of all customer complaints, accolades and SLA exceptions (with mitigation or explanations) as they occur

Process

  • Detect and investigate all infrastructure alerts and escalate to appropriate personnel as necessary.
  • Follow Server Support procedures that comply with Quality Management Processes in conjunction with operating staff
  • Follow controls and documentation procedures
  • Be aware of and comply with all client processes when working on client site i.e. Change Control Process, Health & Safety Policy
  • Complete all documentation required and follow all processes for the area
  • Adhere to all documentation standards and processes
     

Strategic

Support Manager in:

  • Planning and reviewing activities ensuring that a quality service is provided
  • Planning, developing and implementing effective strategies, policies and procedures to achieve short and long –term plans and objectives
  • Developing the standard operating procedures (SOP) that the NOC engineer will closely follow.
  • When the technical issues are complicated, escalate the matter to management as per their SOP (Standard Operation Procedure).
  • Promoting quality achievement and performance improvement throughout the department
  • Considering the application of environmental and health and safety standards
  • Producing a strategy for the area in line with the business strategy
  • Planning service improvements when required
  • Liaising with projects team and customer on matters relating to work remit
  • Delegate work appropriately and effectively as an assignor when needed

Customer Service

  • In response to incidents, the NOC engineer should carefully track and document all defects and resolutions in detail.
  • Follow standards of service for customers or clients
  • Assist in managing client expectations in relation to delivery and project requirements
  • Provide technical advice and support Transputec teams

Technical Responsibilities

  • Manage and maintain the Transputec tool set of (ConnectWise and Auvik) monitoring systems (these report on the status and performance of Client networks, ISP services and facilities).
  • Fault handling and escalation (identifying and responding to faults on client’s systems and networks, liaising with 3rd party suppliers, handling escalation through to resolution).
  • Provisioning (IP assignment, core network configuration, DNS setup, monitoring and graphing for co-location, leased lines, customer backup and other customer network services).
  • Server and application upgrades, network equipment build and installation. Maintaining hardware serial audits, writing custom monitoring plugins and configuring bespoke graphing.
  • Facilities maintenance (monitoring and management of air-conditioning, UPS, generators, power usage, running health and safety and housekeeping checks at private data centres and client locations).
  • Maintenance of WIKI and technical documentation (for NOC) of processes and procedures used throughout normal operations.
  • Development of knowledge and skills in network and system administration, particularly with regard to Transputec’s own architecture and platforms.
  • Tier 3 Support for co-location, customer backup network and ISP services.
  • Participate in a 24×7 rota.

Key Measurements

  1. All timesheets for self to be completed accurately and submitted by the target date
  2. All Quality Documents; i.e. callout sheets, project sheets, etc and other agreed documentation to be submitted by the target date
  3. Update any system with relevant information pertinent to the job; i.e. Connectwise
  4. Ensure service commitments (as identified by internal and external KPIs) are met at least 95% of the time.
  5. Quality assessments will be performed during random interval to ensure quality standards are met

Specifications

A minimum of 12-18 months experience in a Technical Support or similar role.

  • Good communicator with a natural aptitude for dealing with people.
  • Good network diagnostic skills.
  • Basic Linux CLI skills.
  • Basic sysadmin skills.
  • Work well in a busy team, being quick to learn and able to deal with a wide range of issues.
  • Strong analytical skills and able to collate and interpret data from various sources.
  • Ability to assess and prioritise faults and respond or escalate accordingly.