Network Operations Centre (NOC) Engineer Tier-1

Overall Role Purpose:
The NOC Engineer Tier 1 is responsible for monitoring all aspects of network including
devices, colocation facilities and backhaul links.

They are accountable for opening cases taken from the service desk and taking action to resolve within the service level agreements.

They must always demonstrate a methodical troubleshooting approach with detailed case updates being tracked for close out.

Key Accountabilities
(Key tasks and responsibilities on an on-going basis)

They will be an active member of the NOC team by supporting overall goals to achieve realistic outcomes.
Will take the lead in initial troubleshooting and diagnosis of all faults using companys trouble-shooting tools and monitoring systems.
Are responsible for opening tickets and to follow correct incident management procedures
to own, track, report, document and manage faults to resolution.
They will provide quality support to the companys customer base through updating and resolving issues in a professional manner within predefined SLAs.
Manage customer enquiries, complaints, and requests in a responsive and professional fashion.
Install, commission and test equipment on customer premises in accordance with companys predefined procedures.
Participation in the 24/7 Shift Rota.
The Tier 1 Engineer will be liaising with both internal and external interfaces to ensure companys network is delivering as per service level agreements.

Required Qualifications / Expertise:
Educated to degree level or 1-2 years networking experience, ideally in a ISP/telecommunications
environment but similar experience in an enterprise environment will also be considered.
CCNA certification or similar industry recognized IP/Ethernet certification is preferable but not essential and equivalent experience will be considered.
The role holders will be required to work a 24-hour shift 4 days on/4 days off rotational basis.