NOC Shift Engineer at West Indian Ocean Cable Company (WIOCC)

Job Objective

To provide first-level support for clients, resolve incidents, identify problems through pro-active monitoring and manage planned engineering works. To be acknowledged as the client’s champion ensuring high levels of satisfaction and excellent client experience.

Key Duties & Responsibilities:

• Interface with clients for service assurance and service delivery queries, achieving high levels of client satisfaction
• Proactively monitor alarm management systems for events, create, own and manage trouble tickets for successful incident resolution
• Interface with suppliers to resolve incidents
• Provide incident management support; trouble shooting and resolving all technical incidents at first level
• Ensure all service tickets on NetSuite have correct closure data
• Assist with planned engineering works, including service impact analysis and client’s notifications
• Identify service concerns, issues, challenges and escalate to TAC and Management
• Maintain accurate records, assist with auditing and data cleaning as required
• Assist Field Engineers as required (installation, patching, troubleshooting, testing, inventory)
• Assist with creation of ad hoc reports as needed
• Assist other departments and perform various projects as required

Minimum Qualifications:

• Bachelor’s degree in Engineering or IT
•  Professional certifications – CCNA/JNCIA, ITIL, MEF

Experience & Skills:

• Minimum of 3 years’ relevant work experience in telecom industry
• Knowledge of various technology platforms in transport (SDH, DWDM, OTN) and data (BGP, Ethernet, IP/MPLS)
• Expert knowledge of at least one trouble ticket system e.g. NetSuite
• Knowledge of monitoring systems, e.g. PRTG, NMS, OMS, Cacti etc
• Effective written and verbal communication skills evidenced by work history and accomplishment
• Excellent communications and soft skills, including ability to listen to and summarise and concisely share key information with clients
• Demonstrate ability to manage multiple priorities and solve problems in a fast-paced environment
• Strong analytical skills and ability to collate and interpret data from various sources
• Willing to work on a 24/7 shift including nights, weekends and public holidays / on-call as required

Attributes

• Client focused, relationship builder
• Integrity, honest with high ethical standards
•  Boundless, passionate and flexible
• Personal excellence, accuracy and attention to detail
• Collaborative, achieve results through teamwork and partnerships