NOC Analyst at Infratel Africa

Job Summary

The Entry-Level Network Operations Center (NOC) Analyst is responsible for monitoring the Company\'s network infrastructure and customer services to ensure optimal performance and maximum uptime. The role involves identifying, troubleshooting, escalating, and documenting network incidents while providing first-level technical support in a 24/7 operational environment.

This position is ideal for candidates who are passionate about networking and telecommunications and are looking to build a career in Network Operations.

Key Responsibilities

• Monitor network devices, servers, transmission equipment, and service alarms using Network Monitoring Systems (NMS).
• Detect, analyze, troubleshoot, and escalate network faults to the appropriate technical teams.
• Monitor network availability, performance, and service quality.
• Open, update, and close incident tickets in accordance with established procedures.
• Ensure timely escalation of critical incidents to the relevant teams and management.
• Track incident resolution and provide regular updates until closure.
• Perform basic network troubleshooting for Layer 1 and Layer 2 issues.
• Monitor power systems, environmental alarms, and site availability where applicable.
• Prepare daily operational reports, shift reports, and incident summaries.
• Carry out proper shift handover by documenting ongoing incidents and outstanding issues.
• Support preventive maintenance activities and scheduled network maintenance windows.
• Maintain accurate operational records and documentation.
• Follow established Standard Operating Procedures (SOPs) and escalation matrices.
• Participate in continuous improvement initiatives to enhance network reliability.
• Comply with the Company\'s information security, health and safety, and operational policies.

Key Performance Indicators (KPIs)

• Network uptime achieved.
• Mean Time to Detect (MTTD).
• Mean Time to Escalate (MTTE).
• Mean Time to Restore (MTTR) (where applicable).
• Incident response time.
• Ticket closure accuracy.
• Quality of incident documentation.
• Shift handover quality.
• Compliance with SOPs and escalation procedures.
• Attendance and punctuality.

Qualifications

• Bachelor\'s Degree or Higher National Diploma (HND) in:
  • Computer Science
  • Computer Engineering
  • Electrical/Electronic Engineering
  • Telecommunications Engineering
  • Information Technology
  • or a related discipline.

Experience

• 0–2 years of experience in a Network Operations Center, ISP, telecommunications company, or IT support environment.
• NYSC experience or internship in networking or technical support is an added advantage.

Technical Skills

• Basic understanding of TCP/IP networking.
• Knowledge of LAN/WAN concepts.
• Familiarity with network devices such as routers, switches, and firewalls.
• Basic knowledge of fibre optics and wireless communication.
• Understanding of IP addressing and subnetting.
• Familiarity with Microsoft Windows and Linux operating systems.
• Basic understanding of network monitoring tools.
• Knowledge of ticketing systems is an advantage.
• Ability to interpret alarms and event logs.
• Basic Microsoft Office proficiency, particularly Excel and Word.

Soft Skills

• Strong analytical and problem-solving skills.
• Excellent verbal and written communication.
• High attention to detail.
• Ability to remain calm under pressure.
• Good teamwork and collaboration skills.
• Strong organizational and time management abilities.
• Willingness to learn and adapt quickly.
• Customer service orientation.
• Integrity and professionalism.

Working Conditions

• Willingness to work a 24/7 rotating shift schedule, including weekends and public holidays.
• Ability to respond promptly to network incidents.
• Occasional travel to operational sites may be required.

Preferred Certifications (Advantage)

• Cisco Certified Network Associate (CCNA)
• CompTIA Network+
• Huawei HCIA
• MikroTik MTCNA
• ITIL Foundation
• NSE (Fortinet) Fundamentals