- Diagnosing and troubleshooting network errors.
- Tracking and documenting network issues and compiling incident reports.
- Managing system backups and network security protocols.
- Communicate with site technicians or third parties responsible for resolution
- Track issues through to resolution
- Regular interaction with customers. Must treat customers with diplomacy and politeness. Although your role varies slightly according to the situation, you must handle both the non-technical and technical requirements of the customer.
- In response to incidents, you are responsible for carefully tracking and documenting all defects and resolutions in detail. This helps in maintenance of the system’s health record. Often, there is a ticketing system that the NOC Engineer is accountable for updating.
- Monitor the performance and capability of computer systems using diversified tools. figure out the malfunctioning of hardware, software, and environmental alerts. When a problem is recognized, you are responsible for the root cause analysis (RCA).
- Follow the standard operating procedures (SOP) closely, which may include coordinating with third-party vendors, customer contacts, or other IT teams for a holistic solution.
- Troubleshooting all technical and quality-related issues. In some instances, the issues are far too complex to be fixed quickly. This is when you must approach your line manager for assistance. You must simultaneously maintain communication with the vendors and the team to ensure they remain updated on any issues.
- You must ensure your knowledge base is current and accurate, and all technical issues must be tracked and documented in real time in a detailed format. There is a ticketing system to enable you update details in real time regarding the current issues being resolved.
- When the technical issues are complicated which needs an immediate response or troubleshooting, you must escalate the matter to your line manager as per the SOP. If need be, they can include the other IT resources, 3rd party or vendors for a faster resolution after obtaining the proper approvals. They maintain the appropriate communication channels within intra teams or outside so that all stakeholders are kept informed ahead in a time bound manner.
- Any other ad hoc duty as deemed fit by management.
Job Type: Full-time
Pay: ₦170,000.00 per month