The NOC Engineer will be responsible for monitoring, maintaining, and supporting infrastructure and network operations within a Managed Services Environment.
This role involves identifying and resolving incidents, managing alerts from monitoring tools, and providing 1st level / 2nd level and above technical support.
The engineer will handle major incident management, network troubleshooting, and backup monitoring while ensuring infrastructure integrity and service level compliance.
Additionally, they will collaborate with internal teams, vendors, and clients to maintain optimal system performance and provide clear handovers for seamless 24/7 operations.
The NOC Engineer will be responsible for monitoring, maintaining, and supporting infrastructure and network operations within a Managed Services Environment.
This role involves identifying and resolving incidents, managing alerts from monitoring tools, and providing 1st level / 2nd level and above technical support.
The engineer will handle major incident management, network troubleshooting, and backup monitoring while ensuring infrastructure integrity and service level compliance.
Additionally, they will collaborate with internal teams, vendors, and clients to maintain optimal system performance and provide clear handovers for seamless 24/7 operations.
Responsibilities:
Identify and action all incoming major incidents from our monitoring tools in a rapid manner.Provide 1st level / 2nd level and above technical support on Incidents and Requests raised by our customers via email, portal or phone call.Rapidly respond and work to resolve incoming alerts generated from our monitoring tools.Managing major/critical incidents and communicating updates to key stakeholders.Performing Event management (monitoring and actioning events that happen within both our and our clients infrastructure environments)Performing initial triage on all networking outages, including L1 /L2 troubleshooting and raising cases to the Vendor where applicable.Assisting in managing the day-to-day monitoring of client backups.Performing outside of standard hours upgrades, patching, etc where required.Manage our client's infrastructure according to the satisfaction of our customers in line with our contractual commitments.Work autonomously, managing alerts, phone calls, backups, etc to resolution within SLA.Provide excellent customer service and communication to all clients.Ensure the integrity and validity of the environments managed on behalf of company managed clients.Support all best practice design, implementation, and management of managed infrastructure solutions.Identify and provide insight to internal stakeholders on recurring incidents and assist in the root cause resolution where required.Ensure company is meeting its obligations in regard to Service Levels Network performance and configurationsWork effectively with the team in transitioning the workflow through to colleagues in the 24-hour roster with clear notes, instructions and info for handover.Requirements:
Minimum of 4 -5 years’ experience in Infrastructure or Operations support, preferably within a Managed Services EnvironmentPractical experience using Remote Monitoring and Management (RMM) Tools such as Solarwinds N-Central, Orion, Kaseya, Connectwise.Excellent communication skills, ability to interact with team members, client representatives, and vendors to achieve problem resolution.Appropriate Tertiary qualifications and/or IT Industry CertificationsFormal training and certification in an industry technology (e.g .CCNA) desirable but not essentialPrevious experience in a NOC/Datacentre/Network technician roleExperience administering Windows Server environmentsStrong analytical and problem-solving skills.Solid understanding of a range of the following technologies:Microsoft Windows including Active Directory, DNS,DHCPMicrosoft Exchange and/or other messaging environmentsNetwork and Windows SecurityStorage and Commercial Backup Technologies (e.g. Veeam, Shadowprotect, Datto, Commvault, Backup Exec)Firewalls such as Pfsense, Palo Alto, Vyatta, Cisco ASA etcCisco routers/switchesCitrixVMwareAnti-Virus Technologies