The NOC team ensures that our client's (both corporate and consumer businesses) requests are met in a timely and professional manner. As the system needs to be monitored on a 24/7 basis, shift work is required to support this operation.
This role oversees complex network components and are responsible for network management. An important function of this role is Service Management - the candidate would be required to monitor the system, recognize alerts, diagnose issues, track and send out notifications, and be able to do troubleshooting when the system malfunctions. This might require them to coordinate with IT teams and clients.
Roles & Responsibilities
- Provide Service Management to supervise the network system and continuously monitor alerts
- Ensure the security of the company's network and look into the performance of the business network
- Coordinate with third-party providers to ensure the network products and services are secured
- Responsible for attending to tier 2 customer escalations and troubleshooting
- Troubleshoot IP services and networks, and ensure that all fault tickets are resolved timely to meet performance Service Level Agreement (SLA) on Mean Time to Repair (MTTR) and Quality of Service (QoS)
- Design and influence the enhancement, modification, and adjustment of components in the network's infrastructure
- Manage the Integration of New Network Technologies
- Maintain all required network updates on the VPN, WLAN, WAN and LAN
- Provide customer support to business clients via email, telephone and face-to-face interactions, and announce service schedules to network users
- Document the resolution of incidents and problems
Requirements
- 2 years of experience in related field preferred
- Diploma in Computer Science, Information Technology, Engineering or any related field
- Possess an interest in Internet Technologies (i.e. routing, switching and general network infrastructure), and technologies associated with the ISP market
- Able and willing to work in shifts to support network system on a 24/7 basis
- Strong analytical and problem-solving skills, and has a flair for dealing with technical and operational problems
- Prior experience om an ISP environment will be an advantage
Professional certification like CCNP will be an advantage
