Managed Service NOC Engineer 365 at Equinix Nigeria

Job Summary

• The Managed Service NOC Engineer will be responsible for South-South backhaul and access fiber monitoring, reporting, and first level troubleshooting, using various network management applications and trouble ticketing systems to ensure optimal performance and minimal downtime.

Responsibilities

• Monitor the network in the South-South, providing specific updates, status, and performance of all the network components.
• Responding to network alerts, diagnosing, and resolving incidents.
• Answer all customer support-related telephone calls within defined timelines.
• Receive and treat all customer access requests: MCLS and ILA sites within specified timelines.
• Receive and respond to call-out tickets from customers within specified timelines.
• Interface with internal/external customers on operational issues and related events, using the company's standard operating procedures.
• Track remote hands requests with tickets and ensure they are updated accurately.
• Open a trouble ticket (TT) for every fault/event and ensure it is tracked up to the point of closure.
• Prepare weekly / monthly customer reports on remote hand requests, call-out tickets, and backhaul performance events and activities, as well as tracking escalations and other key performance indicators.
• Maintain and ensure full compliance with all the company's NOC processes and procedures.
• Ensure all customer SLAs are met.
• Undertake any other ad hoc activity as assigned by the NOC Supervisor.

Qualifications

• HND or BSc Degree in Engineering.
• At least 5 years of relevant work experience.
• Strong technical, analytical, and communication skills.
• Requirement for shift work to provide 24/7 support.
• Problem resolution skills with a flexible approach to problem-solving.
• Able to use initiative to tackle a broad range of problems, while still following procedures and processes.
• Ability to assess and prioritize faults and respond or escalate accordingly.
• Capable of multitasking, good time management, and prioritization of workload.
• Willing to learn and develop new skills and actively seeks out tasks that help develop skills and knowledge.
• Actively encourage strong working relationships with other teams.
• Good technical documentation skills.