Network Operations Centre (NOC) Level 1 Support Engineer

Purpose of the Job:

To make our clients love us by monitoring, detecting, and resolving IT related issues before they cause downtime for our clients, whilst doing more with less through the use of automation.

Description:

As a NOC Engineer, you will ensure maximum service availability and performance on all core systems, provision services on core infrastructure and assist the SD with escalated support incidents outside of the expertise levels of the SD Engineers. NOC Engineers also participate in core infrastructure projects and network improvement projects on an on-going basis to ensure that our client infrastructure is managed in accordance with Numata’s Best Practice. Your aim will be to provide exceptional alert monitoring, resolution, prevention, and automation on client infrastructures.

Duties and Responsibilities:

• Represent the Numata brand, always remembering you are the face of the company.
• Deliver exceptional service to internal and external customers.
• Respond and resolve all incidents in accordance with the SLA.
• Analyze issues and develop resolutions in a timely fashion.
• Thoroughly and timely document incidents and resolutions in the company PSA, following standard operating procedures.
• Create / update Knowledge Base articles / technical notes as solutions are identified or changes are made.
• Initiate Change Management requests and execution according to SOP.
• Assisting in the compiling of incident reports when required.
• Ensure that issues are resolved in line with Numata’s Best Practice.
• Escalate problems experienced with infrastructures to the NOC Team Leader
• Provide updates to clients with regards to incidents and problems in accordance with SOP.
• Track and manage your work record via regular ticket / task time entries.
• Escalate any ongoing, unresolved, or business critical problems to your Team Leader or MSOC Manager.
• Continually review alert notifications following the Remedy; Adjust; Remove principle.
• Engage and coordinate with third party vendors (i.e. CMVAS; Vodacom) to resolve / complete open incidents or projects.
• Identify and suggest improvements to procedures or systems to your Team Leader.
• Actively participate in projects when required, in order to help the team, meet the deliverables.
• Keep abreast of modern technologies as well as Numata’s Standard Operating Procedures.
• Vendor Management, including first level support and escalations.