NOC Technician at Poa Internet

Overall Responsibility

Responsible for proactive monitoring, troubleshooting, restoration or escalation of network outages within SLA. Responsible for clear communication across company channels regarding outages, downtime and expected resolutions

Responsibilities

Key SMART Results for A-Player Success

• Ensure all services and network infrastructure on active monitor 24/7 and alerts sent out to stakeholders within 15 minutes of noted Network degradation or failures - Monthly
• Aim to have all network outages escalated to service providers / vendors within 15 minutes and tracked with hourly updates to stakeholders till resolution - Monthly
• Ensure all scheduled network maintenance is communicated 48 hours in advance, and tracked with hourly updates on network status up-until the service is fully restored - End Q1 2022
• Have all unresolved complex network issues escalated to NOC engineers within 30 minutes - Monthly
• Ensure all data on service and network monitoring systems is accurate and up-to-date - Quarterly
• All documentation of Network related incidents, problems, changes, Root Cause Analysis and RFOs as shared by vendors or field teams is timely and up to date - Monthly
• Sat and passed at least one Microtik and / Or Ubiquiti Certification - Q4 2022

Key Competencies (Criticality H, M, L)

• Must have a post secondary certification in engineering, preferably networks or telecommunications - H
• Must have knowledge of and experience with routing and switching protocols, IT Systems, Fiber Planning an added advantage - H
• Must be experienced with remote technical support, written and verbal communications - H
• Familiarity with, remote access, troubleshooting SOP's, ticketing platforms and escalations - H
• Must have at least 1 year experience at a 24 hour NOC supporting a telecom industry - M
• Must be able to demonstrate competencies in the ability to remotely troubleshoot and support internal and external parties for hardware and software support - M
• Basic knowledge of Linux kernel, command line and system diagnostics - H
• Basic knowledge of the OSI model, switching and internet routing technologies - H

Mandatory Criteria if Any with no exceptions to hire

• Must have worked for a rapid large scale growth organisation .
• Must have worked productively, efficiently & effectively with initiative and drive under tight timescales and pressure whilst maintaining attention to detail and quality.
• Must be ready and willing to be tasked with higher but realistic deliverables under minimal supervision with detailed directives
• Must have worked with multi cultural teams in the past.
• Must have operated in a business with similar Values and DNA to Poa to ensure quick cultural alignment.