Network Operations Centre (NOC) Engineer

Job Overview

We are seeking a proactive Network Operations Centre Engineer to support 24x7 managed services operations. This role serves as the first point of contact for clients and vendors, responsible for monitoring alerts, managing service tickets, and ensuring timely incident resolution in accordance with agreed service levels.

The ideal candidate is disciplined, client-focused, and confident in working within structured processes in a high-availability environment.

Key Responsibilities

Incident & Ticket Management

Receive, log, validate, and diagnose client incidents and service requests

Monitor alerts, mailbox queues, calls, and chat requests

Perform first-level troubleshooting and provide first-call resolution where possible

Escalate issues appropriately based on defined escalation matrix

Service Delivery & SLA Management

Manage tickets in line with established SLAs and operating procedures

Provide timely status updates to clients on open incidents

Coordinate with resolver groups and internal teams to ensure resolution timelines are met

Process & Continuous Improvement

Identify gaps in knowledge articles, SOPs, and workflows

Recommend improvements to enhance operational efficiency

Maintain documentation accuracy within service management tools

Client Engagement

Maintain professional communication with clients and vendors

Ensure high levels of service quality and customer satisfaction

Requirements

Technical Knowledge

Familiarity with ITIL concepts and service management practices

Basic understanding of networking technologies such as WAN, LAN, WLAN

Exposure to Security, Cloud, Collaboration, or Video Conferencing technologies is advantageous

Skills & Attributes

Methodical and structured approach to troubleshooting

Strong communication skills, both verbal and written

Able to work in a 24x7 shift roster environment

Good judgment in issue escalation

Detail-oriented and customer-focused team player

Qualifications

Technical Diploma or equivalent qualification in IT or related discipline

ITIL v4 Foundation certification mandatory

CompTIA A+ certification required

Experience

Prior experience in a NOC, helpdesk, or technology call center environment preferred

Please send your detailed resume in MS Word format to resume@goldtecHRs.com with

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