Associate Engineer - Support

Job Summary: 

As an Associate Engineer – Support (Associate NOC Engineer), you will be responsible for monitoring, maintaining and troubleshooting our client's network infrastructure. You have to ensure network stability and performance in accordance with Service Level Agreement (SLA). This role involves troubleshooting network issues, responding to alerts and collaborating with other teams to resolve incidents efficiently. 

Responsibilities:

Continuously monitor network performance and identify potential issues. 

Respond to alerts and incidents and diagnose problems.

Identify and resolve network connectivity issues, hardware failures and other technical problems.

Accurately prioritizes, categorizes, tracks and logs calls, tickets, incidents, etc. following client or internal tracking protocols.

Maintain accurate documentation of MOPs, SOPs, and other troubleshooting steps.

Ensures response and resolutions meet the terms of service level agreements.

Evaluates, identifies, and replicates issues and follows an escalation process to reach desirable outcomes to ensure positive customer experience.

Work closely with other teams to ensure network reliability and support business operations.

Qualifications: 

Bachelor's Degree - Engineering or related discipline required

Licenses/Certificates/Designations - IT industry networking certifications such as CCNA or JNCIA; or equivalent

Minimum 1 year of experience in network operations, preferably in a NOC environment. 

Strong understanding of networking concepts and protocols (TCP/IP, routing, switching, etc.)

Basic knowledge in networking monitoring tools

Experience with network devices (Cisco, Juniper, Arista, H3C, etc.) 

Familiarity with backbone and IP Transport (Core, Edge, and Access Switch), Cloud and BGP Peering is preferred

Possess a customer-centric mindset

Excellent oral and written communication

Excellent problem-solving and troubleshooting skills

Ability to work under pressure and manage multiple tasks simultaneously

Willingness to learn and adapt to new technologies

Flexibility to work in shifts, including nights, weekends and holidays