NOC Analyst

About the role

We are looking to extend our NOC support, the first point of customer support from Off-shore. This role presents an opportunity for a NOC analyst to join our Network Operations Centre, who will be working closely with a team of senior engineers. The Network Operations Centre strives to provide the highest level of customer service. As the NOC analyst you will respond to all alerts, incidents and requests, coordinate the escalation of the issue to appropriate technical team and ensuring notification to customers.

This role is a fulltime role and involves working a rotational shift roster which includes weekend and nightshifts. Candidates who are already familiar or have a strong desire should apply.

What we are looking for:

• Self-motivated team player who can communicate proficiently.

• Courteous, enthusiastic, customer-oriented, assertive, and motivated about work

• To monitor a wide variety of networks that included but not limited to telecommunication circuits, routers, switches, Firewalls, VoIP systems, servers, and backup operating systems.

• Provide timely response to all incidents, outages, and performance alerts.

• Categorize issues for escalation to appropriate technical teams or vendors.

• Recognize, identify, and prioritize incidents in accordance with customer business requirements.

• Proactively work on existing tickets on the queue. For issues outside the support desk, route or escalate to relevant teams or engineers.

• Support multiple technical teams in 24x7 operational environment with high uptime requirements.

• Document all actions in accordance with standard company policies and procedures.

• Notify customers and third-party service providers of issues, outages, and remediation status.

• Must have good reliable Internet connection for the times requested to work from home

Skills and Experience

• Graduate of any I.T. related field (at least 2 years or Bachelor's degree) preferably

• Minimum of 2-3 years' experience in a NOC or IT support role.

• Customer service experience in the telecommunications industry is highly desirable

• Understanding of key network monitoring protocols SNMP, WMI, syslog etc.

• Understanding of Microsoft Server operating systems and network fundamentals - routing and switching

• Analytical trouble shooting skills

• Ability to recognize & prioritize critical tasks independently.

• Strong customer experience skills, and ability to provide excellent customer service and maintain a positive attitude in helping customers.

• Ability to communicate complex technical context to customer in layman terms

• Ability to analyze network data, identify trends, and troubleshoot issues

• Provide first-line Network Operations investigation and diagnosis of all incidents, logging all details and prioritization

• Provide timely and accurate feedback to Immediate Head

• Monitor Network and Cloud Network Management Tools and respond to alerts

• Excellent attendance and punctuality, and capable of being self-managed

• A passion and drive for continuous learning

• Team player, able to work closely with peers

• Excellent English reading, writing, and speaking skills.

• Willing to work on a shifting schedule, including weekends and holidays