Engineer: Data Center NOC Full-Time

Role purpose

The NOC Operator is responsible for monitoring and maintaining the performance and security of our Tier III data center’s network infrastructure.

This role includes real-time network surveillance, incident response, and ensuring the continuous availability of IT services. The NOC Operator plays a critical role in maintaining operational excellence and minimizing downtime in a 24/7 environment.

Key accountabilities and decision ownership

• Continuously monitor network and system performance using designated monitoring tools.
• Identify and respond to alerts and anomalies in real-time to ensure service uptime.
• Perform initial diagnostics to troubleshoot and resolve network and system issues.
• Log incidents and service requests in the ticketing system accurately and promptly.
• Follow established escalation procedures to escalate unresolved issues to senior staff.
• Coordinate with on-site technicians and other support teams to resolve issues.
• Maintain up-to-date documentation on network configurations, procedures, and incident resolutions.
• Prepare and distribute regular reports on system performance and incident management.
• Provide first-level support for customer queries and service requests.
• Ensure customer issues are resolved promptly and efficiently, maintaining high satisfaction levels.

Knowledge

• Familiarity with network monitoring tools (e.g., SolarWinds, Nagios, Zabbix).
• Basic understanding of network protocols and networking concepts.
• Proficiency with Windows and Linux operating systems.
• Knowledge of ITIL practices and incident management processes.

Must have technical/ professional qualifications and experience

• Experience and skills in Service desk Support.
• 3-year Degree in IT or Engineering related field.
• Experience working within client.