Network Operations Center Engineer

We're an award-winning global outsourcer providing contact center and back office services on behalf of our global clients. Come work at a place where innovation and teamwork come together to support the most exciting missions in the world

At Acquire Intelligence, our mission is to help business work smarter.

We bring together the best people, efficient processes, and automation to help companies grow faster and operate with confidence.

Our purpose is to simplify how businesses work, improve performance, and lead meaningful change across the globe.

If you're passionate about making a real impact through innovation and collaboration, Acquire Intelligence is the place to grow your career.

Come for a career, stay for the fun

·       HMO coverage for you and your family**

·       Yearly Kick Off Parties with major giveaways (like the car in 2023)

·       Get recognized through our 'Value Awards'

·       Grow your career - yes, we love to promote internally

·       Do meaningful work and collaborate with the best

· promotions given each year

Full-time Job Description
Role and Responsibilities Include:
Network Monitoring and Incident Response

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Actively monitor network performance metrics i.e. device status, packet loss, latency and bandwidth usage using network monitoring tools

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Identify, analyze and respond to network alerts, alarms and performance degradation

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Troubleshoot issues and escalate critical problems to relevant stakeholders
Fault Management & Troubleshooting

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Investigate network faults and service interruptions, identifying root causes and implementing corrective actions

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Diagnosing network faults, implementing solutions and documenting resolutions to prevent future occurrences
Service Provisioning & Activation

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Configure and activate services for retail service providers (RSP) ensuring accurate and timely delivery

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Provision network equipment in line with RSP requirements
Documentation & Reporting

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Maintain accurate records of network incidents, maintenance activities, and configurations.

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Generate regular reports on network health, incidents, and resolutions.

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Update and improve troubleshooting guides and standard operating procedures (SOPs).
Work Environment:

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12/7 shift-based operations, including weekends and public holidays.

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Fast-paced, requiring quick decision-making and with strict service delivery deadlines.
Preferred Skills:
1.
3 years minimum experience in similar role
2.
Strong networking knowledge & experience in TCP/IP, routing protocols, switching technologies and firewalls
3.
Familiarity with network management & monitoring tools – Solarwinds, UNMS, PuTTY and Secure Copy Protocols (SCP)
4.
Effective communication with RSPs, technical teams and management to report issues and updates
5.
Strong attention to detail, problem solving and analytical skills
6.
Ability to work with minimal supervision
Targets & KPI's include:
1.
Respond to RSP tickets or enquiries within 1 hour
2.
Outage notification sent / updated within 30 minutes of detection / receiving new information
3.
95% of orders activated within 2 hours
4.
Timely and accurate resolution of customer & network issues - 90% of cases resolved within 48 hours from lodgment
Qualifications and Education Requirements:
1.
Bachelor's Degree in Information Technology, Engineering or equivalent
2.
CCNA/JNCIA preferred

We're proud of our diverse global team, all working in a collaborative environment and happy to share these common values:

·     Curious and Clever: Smart questions spark smart solutions.

·     Entrepreneurial Energy: Think like an owner. Solve like a founder.

·     Fast with Intent: We move fast and deliver real results.

·     Laugh and Learn: We don't take ourselves too seriously, just our results.

What are you waiting for?

Come for a career, stay for the fun

Join the A-Team and experience the A-Life