Equinix is the world’s digital infrastructure company®, operating over 260 data centers across the globe. Digital leaders harness Equinix's trusted platform to bring together and interconnect foundational infrastructure at software speed. Equinix enables organizations to access all the right places, partners and possibilities to scale with agility, speed ...
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The Managed Service NOC Engineer will be responsible for South-West 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 network in the South-West 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 request 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 in any other ad hoc activity as assigned by the NOC Supervisor
Qualifications
Bsc or HND Engineering degree
Proven years 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 multi-tasking, 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
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