ENVIRONMENT:

BE responsible for the proactive monitoring, maintenance, and support of the organization’s wide area network (WAN), fibre infrastructure, and customer connectivity on a 24/7 basis as the next NOC Network Engineer wanted by a dynamic IT solutions company. This role includes real-time fault detection, root cause diagnostics, incident response, service restoration, escalation coordination, and ensuring consistently high service availability for residential and business clients. As a key player in the Network Operations Centre, you will ensure uninterrupted connectivity across the network by identifying and resolving issues promptly, supporting field teams, and maintaining regulatory and service level obligations. Applications will need the following technical skills: Iris and Observium; MikroTik, Huawei and H3C and Cisco, Freshdesk, RT or proprietary systems & BGP, OSPF, VLANs, PPPoE, DHCP, DNS, IPv4/IPv6 subnetting.

DUTIES:

Network Monitoring -

• Continuous, real-time surveillance of network infrastructure using monitoring and alerting platforms.
• Ensure proactive detection of latency, jitter, congestion, or availability anomalies.

Incident and Fault Management -

• Accurate and detailed logging, classification, and prioritisation of network faults.
• Immediate triage and response to outages and performance degradation.
• Perform Root Cause Analysis (RCA) and escalate to internal or external teams where required.
• Track and document fault resolution progress to closure.
• Maintain SLA adherence through effective prioritisation and follow-through.

Support and Communication -

• Respond to and resolve client escalations via WhatsApp, Telegram, email, phone, and ticketing systems.
• Deliver clear and professional communication throughout incidents and planned maintenance.
• Provide premium-tier support to Platinum and Double Platinum clients with urgency and attention to detail.

Client Notifications and Maintenance Coordination -

• Draft, distribute, and update clients on planned or emergency maintenance via:
• Email
• IVR system
• Telegram groups
• Online noticeboards or portals
• Confirm scheduled maintenance with third-party infrastructure providers and record all outcomes.

Client Reporting and Documentation -

• Deliver post-incident Root Cause Reports (RFOs) to affected clients.
• Maintain detailed and accurate records of incidents, escalation steps, timelines, and resolutions.
• Update internal knowledge bases and network documentation regularly.

Operational Flexibility and Collaboration -

• Participate in after-hours support and scheduled maintenance windows.
• Remote support to field teams by coordinating splicing, testing, and fibre route diagnostics.
• Provide on-site technical support where necessary (own transport and valid driver’s license advantageous).

Security and Compliance -

• Monitor and report on potential security events, including DDoS attacks and anomalies.

Change and Escalation Management -

• Follow established change control processes for all network changes and maintenance.
• Coordinate with fibre infrastructure providers (e.g. DFA, Openserve, Vumatel, MetroFibre, Frogfoot) and escalate issues appropriately.
• Maintain and refine escalation matrices and contact lists.

REQUIREMENTS:

• Network Monitoring: Iris and Observium.
• Routing/Switching: MikroTik, Huawei and H3C and Cisco.
• Ticketing/CRM: Freshdesk, RT or proprietary systems.
• Network Protocols: BGP, OSPF, VLANs, PPPoE, DHCP, DNS, IPv4/IPv6 subnetting.
• VoIP/SIP troubleshooting and diagnostics.
• 24x7 NOC environment – structured rotating shifts including nights, weekends, and public holidays.
• Overtime and on-call standby as required.
• May be required to travel to on-site locations for diagnostics or infrastructure validation.

Advantageous –

• Valid Driver's License and own transport.
• MikroTik.
• CCNA.
• Networking Essentials.
• N+.

ATTRIBUTES:

• Strong analytical and troubleshooting ability.
• Excellent verbal and written communication skills.
• Ability to remain calm under pressure and resolve issues efficiently.
• High attention to detail and disciplined record-keeping.
• Strong sense of accountability and customer service mindset.
• Team-oriented, with a proactive and self-motivated approach to learning.