NOC Engineer - L2

We are seeking a dedicated NOC Engineer (L2) to join our team. In this role, you will be at the forefront of managing and responding to major incidents within our clients' infrastructure. You will handle critical alerts, perform technical support, and ensure client satisfaction by maintaining the integrity and performance of their systems. Your role will involve autonomous problem resolution, effective communication with clients and internal teams, and proactive incident management to uphold our service level commitments. If you have a strong background in network operations, excellent customer service skills, and a passion for resolving complex technical issues, we invite you to apply and contribute to our mission of delivering exceptional managed infrastructure solutions.

Responsibilities:

• Identify and action all incoming major incidents from our monitoring tools in a rapid manner.
• Manage our client’s infrastructure according to the satisfaction of our customers in line with our contractual commitments.
• Work autonomously, managing alerts, phone calls, backups, etc to resolution within SLA.
• Provide excellent customer service and communication to all clients
• Ensure the integrity and validity of the environments managed on behalf of company managed clients
• Support all best practice design, implementation, and management of managed infrastructure solutions
• Identify and provide insight to internal stakeholders on recurring incidents and assist in the root cause resolution where required.
• Ensure the company is meeting its obligations in regards to Service Levels Network performance and configurations
• Work effectively with the team in transitioning the workflow through to colleagues in the 24-hour roster with clear notes, instructions and info for handover.
• Provide 2nd and 3rd level technical support on Incidents and Requests raised by our customers via email, portal or phone call.
• Work Closely with ISC Network engineers to resolve the issues.
• Rapidly respond and work to resolve incoming alerts generated from our monitoring tools.
• Managing major/critical incidents and communicating updates to key stakeholders.
• Performing Event management (monitoring and actioning events that happen within both our and our client’s infrastructure environments)
• Performing initial triage on all networking outages, including L1 troubleshooting and raising cases to the Vendor where applicable.
• Assisting in managing the day-to-day monitoring of client backups.
• Performing outside of standard hours upgrades, patching, etc where required.

To be successful in this role, you will have:

• Requirements:

• Experience in Infrastructure or Operations support, preferably within a Managed Services Environment

• Good problem analysis and resolution skills

• Practical experience using Remote Monitoring and Management (RMM) Tools such as Solarwinds N-Central, Orion, LogicMonitor, Kaseya, Connectwise.

• Excellent communication skills, ability to interact with team members, client representatives, and vendors to achieve problem resolution

• Appropriate Tertiary qualifications and/or IT Industry Certifications

• Formal training and certification in an industry technology (e.g .CCNA or CompTIA N+) mandatory.

• Experience with Firewalls such as Palo Alto, FortiGate is desirable.

• Previous experience in a NOC/Datacentre/Network technician role

• Experience administering Windows Server environments

• Solid understanding of a range of the following technologies:

• Microsoft Windows including Active Directory, DNS,DHCP

• Microsoft Exchange and/or other messaging environments

• Network and Windows Security

• Storage and Commercial Backup Technologies (e.g. Veeam, Shadowprotect, Datto, Commvault, Backup Exec)

• Firewalls such as, Palo Alto, FortiGate, Cisco ASA etc

• Cisco routers/switches

• Citrix

• VMware

• Anti-Virus Technologies

• Strong analytical and problem-solving skills.

• The ability to demonstrate initiative and provide attention to detail.

• The ability to work autonomously with limited supervision.

• The ability to work remote from your fellow colleagues but still feel comfortable to ask questions when required.

• Excellent verbal and written communication skills

• Team orientated.

• A positive and friendly attitude