NOC Engineer - #1103411

Key Responsibilities:

• Work 12-hour morning shifts on a rotating schedule, supporting 24/7 operations.

• Provide Tier I network support and customer service for mission-critical Data Centers operating around the clock.

• Participate in a weekly on-call rotation to ensure continuous support for ongoing operations.

• Deliver proactive and reactive support to external customers, ensuring timely and effective issue resolution.

• Monitor the network environment, log unfamiliar issues, take ownership of resolution efforts, and escalate appropriately when needed.

• Handle and respond to incoming communications—calls, emails, and tickets—promptly and professionally.

• Monitor alarms and perform initial fault isolation and troubleshooting; escalate complex issues to Tier II, Tier III, or management.

• Create and distribute incident reports, maintenance updates, and advisories for internal and external stakeholders at the site or regional level.

• Manage and prioritize tasks in alignment with established KPIs and service level agreements.

• Maintain clear, timely communication with escalation teams and leadership for high-priority or urgent incidents.

• Accurately document incident details, maintenance activities, and problem resolutions in real time.

• Ensure all customer service level agreements (SLAs) are consistently met or exceeded.

• Stay updated on technical knowledge through internal training, external courses, and ongoing professional development.

Qualifications:

• Minimum of 1 year of experience in a 24/7 Network Operations Center (NOC), contact center, or similar environment.

• At least 1 year of experience in customer service or technical support roles.

• Excellent written and verbal communication skills, with the ability to communicate effectively across teams and with customers.

• Strong multitasking abilities and the capacity to prioritize tasks in a fast-paced environment.

• Demonstrated reliability and discipline in meeting deadlines and performance expectations.

• Basic proficiency with Microsoft Windows operating systems, Office applications, and Visio.