NOC Engineer at West Indian Ocean Cable Company (WIOCC)

Firmly established as Africa’s carriers’ carrier, award-winning capacity wholesaler WIOCC provides international and African telcos and ISPs with unrivalled high-speed, resilient and diverse capacity into, within and out of Africa. In November 2012 (at Africa Com), WIOCC won the Best Pan-African Initiative Award for building an unparalleled, dive...

 

NOC Engineer

  • Job TypeFull Time
  • QualificationBA/BSc/HND
  • Experience3 years
  • LocationNairobi
  • Job FieldICT / Computer 

Job Objective

To provide first level support for clients, resolve incidents, identify problems through proactive monitoring and manage planned engineering works. To be acknowledged as the client’s champion ensuring high levels of satisfaction and an excellent client experience.

Key Duties & Responsibilities

  • Interface with clients for service assurance and service delivery queries, achieving high levels of client satisfaction
  • Proactively monitor alarm management systems for events, create, own and manage trouble tickets for successful incident resolution
  • Interface with suppliers to resolve incidents
  • Provide incident management support; trouble shooting and resolving all technical incidents at first level 
  • Ensure all service tickets on NetSuite have correct closure data
  • Assist with planned engineering works, including service impact analysis and client’s notifications
  • Identify service concerns, issues, challenges and escalate to TAC and Management
  • Maintain accurate records, assist with auditing and data cleaning as required
  • Assist Field Engineers as required (installation, patching, troubleshooting, testing, inventory)
  • Assist with creation of ad hoc reports as needed
  • Assist other departments and perform various projects as required

Minimum Qualifications

  • Bachelor’s degree in Engineering or IT
  • Professional certifications – CCNA/JNCIA, ITIL, MEF

Experience & Skills

  • Minimum of 3 years’ relevant work experience in telecom industry 
  • Knowledge of various technology platforms in transport (SDH, DWDM, OTN) and data (BGP, Ethernet, IP/MPLS)
  • Expert knowledge of at least one trouble ticket system e.g. NetSuite
  • Knowledge of monitoring systems, e.g. PRTG, NMS, OMS, Cacti etc
  • Effective written and verbal communication skills evidenced by work history and accomplishment
  • Excellent communication and soft skills, including the ability to listen, summarise and concisely share key information with clients

Attributes

  • Client-focused, relationship builder
  • Integrity, honest with highest ethical standards.
  • Boundless, passionate and flexible.
  • Personal excellence, accuracy and attention to detail.
  • Collaborative, achieve results through teamwork and partnerships.
  • Demonstrate ability to manage multiple priorities and solve problems in a fast-paced environment
  • Strong analytical skills and ability to collate and interpret data from various sources
  • Willing to work on a 24/7 shift including nights, weekends and public holidays / on-call as required

Method of Application

Qualified candidates are encouraged to apply by submitting their updated CV including three referees. The deadline for the application is 28 August 2024. Applications should be sent to applications@wiocc.net indicating the job position in the subject line.

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