Network Operations Center (NOC) Engineer – Tier 3

ABOUT THE COMPANY

We are a Business Process Outsourcing company in Kenya. We offer reliable data annotation, customer support, and outsourced HR services.

JOB SUMMARY

Job SummaryThe Tier 3 NOC Engineer is responsible for ensuring 24/7availability and optimal performance of network infrastructure. This roleinvolves proactive system monitoring, advanced incident response, escalationmanagement, and high-level technical support. The Tier 3 Engineer maintainsstrict SLAs and collaborates with cross-functional teams to deliver reliable,high-performance network services.Required Qualifications Technical Skills • Strong knowledge of TCP/IP, routing protocols, VLANs, and Quality of Service (QoS). • Expertise with Cisco, Ruckus, Aruba/HP, and Meraki routers, switches, and wireless controllers. • Hands-on experience with Firewalls: Cisco ASA, Fortinet, and Watchguard. • Proficiency in monitoring tools: SolarWinds, PRTG, Nagios, Zabbix, or Cosmos. • Advanced packet analysis skills using Wireshark and tcpdump. • Experience with VPN, SD-WAN, load balancers, and wireless networking. • Familiarity with Property Management Systems (PMS) and hospitality technology (highly preferred). Education & Experience • Bachelor’s degree in Computer Science, Information Technology, or a related field (or equivalent work experience). • 1+ years of experience in a Network Operations Center (NOC) environment. • Proven experience in incident management and high-level escalation handling. • Background in coordinating with field technicians and dispatch operations. Certifications Preferred: CCNA, CCNP, Ruckus Certified, Aruba Certified, Meraki Certified, CompTIA Network+, CWNA, or Fortinet NSE. Soft Skills • Exceptional communication and technical problem-solving abilities. • Ability to remain calm and decisive under pressure during critical network incidents. • Strong team collaboration and mentoring skills for junior staff. • Excellent time management and the ability to prioritize tasks in a fast-paced environment.

RESPONSIBILITIES

Network Monitoring & Performance • Monitor infrastructure using SolarWinds, PRTG, Nagios, Zabbix, and proprietary tools like Cosmos. • Analyze performance trends, bandwidth utilization, latency, packet loss, and key performance indicators (KPIs). • Maintain and optimize monitoring thresholds, alert policies, and SLA metrics. Incident & Problem Management • Respond to critical alerts and outages within established SLA timeframes. • Perform advanced triage, diagnosis, and end-to-end management of the incident lifecycle. • Conduct thorough Root Cause Analysis (RCA) and document lessons learned for major outages. • Track recurring trends and recommend preventive measures to minimize future disruptions. Escalation Management • Act as the primary technical escalation point for Tier 1 and Tier 2 support teams. • Escalate complex architectural issues to Tier 4 engineers and specialized engineering teams. • Coordinate vendor support and facilitate technical bridge calls during major incidents. • Manage communication between technical teams, senior management, and external stakeholders. Network Operations & Maintenance • Execute firmware updates, security patches, and global configuration changes. • Configure and maintain routers, switches, firewalls, load balancers, and wireless controllers. • Implement and manage VLANs, access control policies, and VPN connections. • Oversee change management processes and lead maintenance window activities.Troubleshooting & Support • Resolve complex issues across LAN, WAN, MPLS, SD-WAN, and wireless networks. • Troubleshoot advanced routing and switching protocols (BGP, OSPF, EIGRP, STP). • Perform deep-dive traffic analysis using Wireshark and tcpdump. • Address DNS, DHCP, firewall, NAT, and VoIP-related issues. • Handle specialized requests including SSID configurations and conference connectivity issues.Field Technician Coordination • Coordinate dispatches for Property Management System (PMS) troubleshooting and WiFi site surveys. • Support third-party vendor troubleshooting for video, VoIP, and conference room technology. • Manage on-site troubleshooting activities and oversee vendor escalations in the field.Documentation & Collaboration • Maintain accurate network documentation, topology diagrams, and Standard Operating Procedures (SOPs). • Create detailed post-incident reports and RCA documentation. • Participate in capacity planning and continuous service improvement initiatives. • Collaborate with engineering, logistics, and vendors to integrate and deploy new technologies.

REQUIRED SKILLS

Networking, Network management, Network operating centre (NOC), Network monitoring, diagnosis, Cisco certified network associate (CCNA), Virtual private networks (VPN), Wide area networks (WAN), IP protocol, Local area networks (LAN)

REQUIRED EDUCATION

Bachelor's degree