NOC Engineer

Position Title: NOC Engineer

Key Responsibilities

• Diagnose and resolve issues related to LAN/WAN, Wi-Fi, DNS, DHCP, VPN, firewalls, and switching/routing.
• Escalate complex networking problems to higher-level engineers or vendors as appropriate.
• Monitor and maintain network systems using tools such as SNMP monitors, log analysers, ticketing systems & vendor specific management platforms.
• Support the setup and configuration of network hardware (switches, access points, routers).
• Assist with routine network maintenance, including patching, firmware updates, and documentation.
• Work within established configuration and change management policies to ensure awareness, approval and success of changes made to the network infrastructure
• Track and update helpdesk tickets in a timely and accurate manner.
• Collaborate with other IT teams to ensure seamless delivery of IT services.
• Educate users on best practices related to connectivity and system security.
• Maintain accurate inventory records of networking equipment and devices.
• Work with the Account Management team to produce monthly & quarterly reports.

Teamwork & Collaboration

• Actively contribute to a positive and cooperative team environment by supporting colleagues in resolving complex or cross-functional technical issues.
• Share knowledge, document solutions, and assist in training junior team members or peers to promote continuous learning within the team.
• Collaborate closely with other IT teams—including systems, applications, and cybersecurity—to ensure seamless and integrated delivery of IT services.
• Communicate effectively and respectfully with team members, both in person and via remote tools, to coordinate efforts and maintain service continuity.
• Participate in regular team meetings, knowledge-sharing sessions, and joint troubleshooting exercises to foster a culture of transparency and mutual support.

Process Adherence & ITIL Alignment

• Follow established business processes, standard operating procedures (SOPs), and service management workflows to ensure consistency, accountability, and compliance across all support activities.
• Adhere to ITIL (Information Technology Infrastructure Library) practices, particularly in areas such as Incident Management, Service Requests, Problem Management, and Change & Management.
• Ensure all actions and resolutions are accurately logged, categorized, and documented in the IT service management (ITSM) system.
• Participate in continuous improvement initiatives by identifying recurring issues, contributing to root cause analysis, and recommending enhancements to processes or documentation.
• Support the maintenance and development of ITIL-aligned documentation, including knowledge base articles, service catalogue entries, and standard change templates.
• Maintain awareness of and compliance with organisational policies, security standards, and regulatory requirements as they relate to IT service delivery.
• Comply with all lawful and reasonable directions of Affinity Blue
• Ensure tasks are processed in line with business procedures and standards
• Adhere to the overall business strategy and plan

Qualifications and Experience:

• Associate or Bachelor's degree in Information Technology, Computer Science, or related field (or equivalent experience).
• 2-4 years of experience in a helpdesk or technical support role with a focus on networking.
• Solid understanding of TCP/IP, DNS, DHCP, subnetting, VLANs, VPN, LAN, SDWAN and Wi-Fi technologies.
• Solid experience and knowledge with the following vendors; HPE Aruba, Fortinet, Juniper/Mist, Cisco/Meraki, Palo Alto & CATO Networks
• Familiarity with vendor network monitoring tools (including Aruba Central, Mist and Meraki).
• It would be advantageous for you to hold industry certifications in any of Aruba, Cisco, Fortinet, Juniper, Palo Alto or CATO.
• It would be advantageous for you to be experienced in Kaseya/Autotask
• It would be advantageous for you to be experienced in Ekahau and have a solid understanding of wireless fundamentals protocols and antenna hardware).
• Excellent communication and customer service skills.
• Strong problem-solving skills and attention to detail.
• Ability to prioritise tasks in a fast-paced environment.