NOC Engineer

4 weeks ago

Nairobi, Nairobi Area, Kenya West Indian Ocean Cable Company ( WIOCC) Full time

JOB SUMMARY

To provide first level support for clients, resolve incidents, identify problems through proactive monitoring and manage planned engineering works. To be acknowledged as the client's champion ensuring high levels of satisfaction and an excellent client experience.Minimum QualificationsBachelor's degree in Engineering or ITProfessional certifications – CCNA/JNCIA, ITIL, MEFExperience & SkillsMinimum of 3 years' relevant work experience in telecom industry Knowledge of various technology platforms in transport (SDH, DWDM, OTN) and data (BGP, Ethernet, IP/MPLS)Expert knowledge of at least one trouble ticket system e.g. NetSuiteKnowledge of monitoring systems, e.g. PRTG, NMS, OMS, Cacti etcEffective written and verbal communication skills evidenced by work history and accomplishmentExcellent communication and soft skills, including the ability to listen, summarise and concisely share key information with clientsAttributesClient-focused, relationship builderIntegrity, honest with highest ethical standards.Boundless, passionate and flexible.Personal excellence, accuracy and attention to detail.Collaborative, achieve results through teamwork and partnerships.Demonstrate ability to manage multiple priorities and solve problems in a fast-paced environmentStrong analytical skills and ability to collate and interpret data from various sourcesWilling to work on a 24/7 shift including nights, weekends and public holidays / on-call as required

RESPONSIBILITIES

Interface with clients for service assurance and service delivery queries, achieving high levels of client satisfactionProactively monitor alarm management systems for events, create, own and manage trouble tickets for successful incident resolutionInterface with suppliers to resolve incidentsProvide incident management support; trouble shooting and resolving all technical incidents at first level Ensure all service tickets on NetSuite have correct closure dataAssist with planned engineering works, including service impact analysis and client's notificationsIdentify service concerns, issues, challenges and escalate to TAC and ManagementMaintain accurate records, assist with auditing and data cleaning as requiredAssist Field Engineers as required (installation, patching, troubleshooting, testing, inventory)Assist with creation of ad hoc reports as neededAssist other departments and perform various projects as required

REQUIRED SKILLS

Verbal communication, Collaboration, Teamwork, Partnerships, Auditing of accounts

REQUIRED EDUCATION

Bachelor's degree

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