Technical Assistance Centre (TAC) Engineer at West Indian Ocean Cable Company (WIOCC)

Job Objective

• Provide 2nd Level technical support, resolve escalated incidents, and assigned problems, coach the first level NOC team and manage the WIOCC Network. To be acknowledged as the technical expert within the company.

Reporting Line: TAC Manager

Key Duties & Responsibilities:

• 24/7 2nd Level TAC technical interface, escalation / on-call
• Problem resolution, direct NOC & Field support
• Mentorship & training of Operations team on technical competency
• Technical shareholder support / shareholder consultancy, Service management and sales support
• Deputise for TAC Manager as directed
• Network equipment vendor management
• Network installation, testing & commissioning, bringing into service, integration
• Network quality and performance management Assist with creation of ad hoc reports as needed
• Operate Disaster Recovery NOC
• Assist other departments and lead and report on projects as requested
• Travel around the world when the need arises

Qualifications & Skills

• Bachelor's degree (or equivalent) in a technical field
• Technical certifications Optical networking, CCNA or JNCIA (essential), CCNP or JNCP (desirable) or equivalent

Experience & Skills

• Requires minimum of 3 years’ technical experience in telecom industry, managing complex optical network, with desirably at least 1 year in second level technical support or equivalent
• Knowledge of platforms including Fibre, DWDM, OTN, SDH, Data (Ethernet, IP/MPLS, ISIS, BGP, L2VPN).
• Knowledge in supporting transmission and switching equipment from leading manufacturers. i.e. Mikrotik, Juniper, Tejas Networks etc.
• Experience in network monitoring tools e.g., Cacti, MRTG, PRTG, NPM etc
• Experience in internal systems e.g., mail servers, domain servers, operating and application systems
• Ability to share knowledge and mentor other team members
• Effective written and verbal communications skills evidenced by previous work history and accomplishments
• Excellent communications and soft skills, including ability to listen to and summarize and concisely share key information with clients
• Must use B/OSS tools effectively to record information accurately and concisely in a timely manner
• Demonstrate ability to manage multiple priorities and solve problems in a fast-paced environment

Attributes

• Integrity, honesty with high ethical standards
• Client focused, relationship builder
• Boundless, passionate, and flexible
• Personal excellence, accuracy, and attention to detail
• Collaborative, achieve results through teamwork and partnerships
• Strong analytical skills and able to collate and interpret data from various sources
• Excellent English language communicator with a natural aptitude for dealing with people
• Excellent network diagnostic and problem-solving skills