Managed Service NOC Engineer 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

• B.Sc Degree or HND 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.