NOC Coordinator at Fireside Engineering Group

NOC Coordinator at Fireside Group. Responsible for coordinating network operations, monitoring network performance, managing incidents, and ensuring timely resolution of connectivity and infrastructure issues. Requires a relevant qualification in information technology, telecommunications, networking, or a related field. The role is based in Nairobi with duties performed on-site.

Qualifications

• Diploma/ Bachelor’s Degree in Telecommunication, Electrical & Electronics, Engineering or related field.
• 2+ years of experience in a similar role.
• Strong understanding of fiber network and concepts.
• Excellent communication and customer service skills.
• Ability to multitask and maintain focus in a fast-paced environment.

Key Responsibilities:

• Lead NOC operations and coordinate dispatch activities.
• Ensure compliance with agreed SLA and escalation procedures.
• Track work orders and ensure timely updates from the field teams.
• Monitor incidents, faults, tickets and restoration timelines.
• Coordinate between NOC dispatch, field technicians and project management
• Ensure all tickets are closed within the approved MTTR
• Promptly escalate issues for intervention as expected.
• Provide regualr and high-quality updates to clients on the status of tickets, adhering to the agreed timelines.
• Ensure Service Level Agreements are maintained and exceeded through efficient ticket management.
• Prepare daily reports on all scopes achieved.
• Maintaining a good relationship and rapport with the clients.
• Ensure 100% compliance on EHS standards for the teams in regions being handled.
• Any other duty that may be assigned from time to time.