GNOC Support Engineer at Alfred & Victoria Associates

Department: Technical
Reporting Line: GNOC Supervisor

Responsibilities
The NOC Support Engineer will be responsible for the first line network monitoring, surveillance and fault management support on the elements and components of network, using various network management and trouble ticketing systems.

Specifically, the NOC Support Engineer’ responsibilities include:

• Monitor network providing specific update, status and performance of all network components, capacity services etc.
• Identify and provide at least first line support on all faults on the network in accordance with the Company’s standard operating procedure for fault escalation and management.
• Open a trouble ticket (TT) for every network event and ensure it is tracked up to the point of closure.
• Maintain and ensure full compliance with all GNOC processes and procedures
• Ensure proper technical documentation of all network events throughout normal/shift cycle or operations.
• Answer all network support related telephone calls and interface with internal/external customers on operational issues and related network events, using standard operating procedures.
• Run daily and weekly management reports on network events and activities as well as tracking escalations and other key performance indicators.
• Ensure all customer SLAs are met.

Qualifications, Skills & Competencies

• Bachelor's Degree in Computer Science or other relevant technical field
• Minimum of 3-5 yrs work experience in similar role.
• Very good understanding of products and processes.
• Strong diagnostic, analysis and problem resolution skills with a flexible approach to problem solving.
• Capable of multi-tasking, good time management and prioritization of workload.
• Strong analytical skills and able to collate and interpret data from various sources.
• Ability to assess and prioritize faults and respond or escalate accordingly.
• Willing to learn and develop new skills and actively seeks out tasks that help develop skills and knowledge.
• Actively seeks ways of improving existing systems and processes.
• Eager and quick to learn
• ‘Can do’ attitude.
• Actively encourage strong working relationships with other teams.
• Good technical documentation skills.

Contacts:

• You will be required to liaise and interface with other groups/departments and contractors
• Demand on the job
• Ability and willingness to work round the clock when required, and meet tight deadlines
• Ability to travel within and out of the country at short notice
• Ability to work well within a busy team and handle a wide range of issues.
• Ability to use initiative and tackle a broad range of problems, while still following procedures and processes.
• Good research skills.
• Good Communication Skills.

Salary
Very Attractive.