Technical Assistance Centre (IX-IP) Engineer at West Indian Ocean Cable Company (WIOCC)

Job Objective:  The TAC (IX-IP) Engineer is responsible for providing 3rd Level technical IP support, resolving escalated incidents, addressing assigned problems, and managing the WIOCC Network. The incumbent will be recognized as the company's Technical IP Support Expert and will act as the primary liaison between the IP Engineering and Operations teams, ensuring seamless integration, communication, and technical alignment across both functions.

Reporting Line: TAC Manager

Key Duties and Responsibilities

• 24/7 Tier 3 Technical Assistance Centre (TAC) IP Interface: Serving as the final internal escalation point for complex IP network issues
• Problem Resolution: Providing direct, high-level support to the Network Operations Centre (NOC) and field engineering teams to resolve critical incidents
• Mentorship & Training: Developing the technical competency of the Operations team through targeted training and ongoing mentorship
• Technical Stakeholder Consultancy: Delivering expert technical guidance, service management, and pre-sales support to key stakeholders and commercial teams
• Deputising for the TAC Manager: Factoring in management coverage and assuming leadership responsibilities for the department as required
• Vendor Management: Managing relationships and performance deliverables with third-party network equipment vendors
• Network Lifecycle Management: Overseeing the installation, testing, commissioning, integration, and final hand-over of IP networks
• Performance Optimisation: Utilising network quality and performance management tools to generate ad-hoc reports and insights
• Reporting & Continuous Improvement: Producing regular IP network performance reports and driving the execution of network improvement plans
• Project Leadership: Leading cross-departmental initiatives and providing comprehensive project reporting as requested
• International Mobility: Travelling globally to support business requirements as and when required
• IP Address Management (IPAM): Managing WIOCC IP address blocks and allocations
• DCN Support: Maintaining and supporting Data Communication Network (DCN) systems
• Process Automation: Collaborating with the IT team to automate network performance and operational reporting
• Knowledge Sharing: Organising and leading quarterly IP technical workshops for the support and operations teams

Minimum Qualifications:

• Bachelor's degree in Engineering or related technical field
• Technical certifications in optical networking, JNCIS (essential), JNCIP (desirable) or equivalent 
• Strong communication and interpersonal skills

Experience and Skills

• Industry Experience: A minimum of 5 years’ technical experience within the telecommunications industry managing complex IP networks, with at least 4 years ideally spent in Tier 2 technical support or an equivalent high-level role
• Technical Proficiency: Comprehensive knowledge of transport and routing technologies, including DWDM, OTN, Ethernet, and Core Data networking (IP/MPLS, IS-IS, BGP, L2VPN, and L2circuit)
• Vendor Expertise: Proven experience supporting transmission and switching equipment from leading global manufacturers, including Juniper, Nokia, Ciena, Infinera, Tejas Networks, and MikroTik
• Network Monitoring & Diagnostic Tools: Proficient with network monitoring platforms (e.g., PRTG, SolarWinds NPM, Cacti, MRTG) and a robust suite of IP troubleshooting utilities
• Leadership & Mentorship: Demonstrated ability to effectively share knowledge, train, and mentor junior team members
• Communication Skills: Strong written and verbal communication skills, with a proven track record of synthesizing and concisely explaining complex technical data to clients
• Operational Excellence: Adept at utilizing B/OSS (Business and Operations Support Systems) tools to accurately, concisely, and promptly log critical operational data
• Prioritisation & Problem Solving: Proven ability to manage competing priorities and deliver robust solutions under pressure in a fast-paced environment
• Professional Mindset: Driven, self-motivated, and possesses a strong "take-ownership" attitude toward operational challenges
• Client & Stakeholder Engagement: Exceptional customer-facing skills, with the commercial and technical credibility to lead high-level architectural discussions with Webscale Network Architects

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