Network Operations Centre Level 2 Engineer

Operations Centre (NOC) Level 2 Engineer

Job Profile

Responsible for monitoring the performance and capacity of computer & server systems, troubleshooting problems, and responding to network issues. You may require configuring system hardware and managing system back-ups. You should demonstrate advanced knowledge of network deployment and infrastructure, excellent troubleshooting skills, and the ability to work flexible hours. Ability to diagnose and resolve network issues without causing extended downtime of the IT systems.

Job Summary

• Performs NOC Core Operations via 24x7x365 follow the sun model, focusing on service restoration, client engagements, and proactive service improvements.
• Monitoring the performance and capacity of Infrastructure systems.
• Responding to network alerts and hardware malfunctions.
• Managing system backups and network security protocols.
• Change and configuration management of policies, troubleshooting, patching, capacity management and system upgrades to network infrastructure.
• Support for escalated incidents from various teams and business units.
• Participates and at times leads Major Incident conference calls, able to drive solutions with multiple IT Operations teams.
• Deploys production monitoring tools to ensure that all systems are running and available.
• Ensures effective communication with internal team and customers.
• Creates knowledge-based documentation and delivers training to NOC staff and internal customers.
• Mentors’ junior engineers for technical and professional advancement, and continuously develops personal and team’s technical proficiency and capabilities.

Qualifications, Knowledge and Experience:

• Experience of working with a remote monitoring and management (RMM) platform
• Experience of working for an IT Managed Service Provider (MSP)
• Experience supporting editions of Windows Server and VMWare administration.
• Familiarity with a range of security products including antivirus and firewall technologies, such as Sophos, SonicWall and Meraki.
• Experience of troubleshooting server hardware.
• Knowledge and experience of Backup products. e.g. Datto, Acronis, Veeam.

Desirable:

• Working experience/knowledge of ConnectWise Manage (PSA)
• Working experience/knowledge of an MSP-centric RMM product, ideally Datto RMM/Autotask AEM/CentraStage
• ITIL Foundation

Skills, Abilities and Competencies

• Excellent customer service skills
• Problem-solving skills
• Ability to work effectively independently and as a team player
• Ability to work to deadlines and project scopes
• Ability to multi-task
• Willingness to learn and innovate
• Ability to prioritise and to manage time effectively
• Excellent verbal and written communication skills
• Willingness to work on occasional outside normal working hours
• Strong documentation skills, including ticket updates/resolutions
• Excellent attention to detail and highly organized

Benefits

• Medical
• Shift Allowance
• Performance Incentives
• Company meals and team building days