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NOC Engineer

Job Ref
Job Type
Employer Type
Date Added 11 Mar 2019
Expiry Date 8 Apr 2019
* There have been 37 applications to this job.
* This job has been viewed 6064 times.

Western Cape

Market related


Role details:
To accomplish their primary goal of monitoring and troubleshooting computer and telecommunication networks and systems.
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Monitor Systems
NOC Engineers monitor the performance and capacity of computer systems using a variety of tools. (PRTG, UNMS, Unifi Controller, Ruckus Controller, The Dude) They look for hardware, software, and environmental alerts or malfunctions. When an issue is identified, NOC Engineers work to determine the cause of the problem using the TARP model.

Troubleshoot Problems
When a problem impacts the IT services, the NOC Engineer works to resolve or troubleshoot the problem, if possible. This may include coordinating with third-party vendors, customer contacts, or other IT teams.

Track all Issues
While responding to incidents, the NOC Engineer must carefully track and document all issues and resolutions in detail. This increases the knowledge base of the NOC and is a record of the health of the system. The NOC has a ticketing system that the NOC Engineers are responsible for updating.

Report Incidents
When problems are too large or complex for quick troubleshooting, NOC Engineers must escalate the issue to management, other IT resources or 3rd party vendors for assistance in reaching a resolution. NOC Engineers maintain ongoing communication within the team and externally, to keep all stakeholders aware of relevant, known issues and the steps being taken.

Desktop Support
Would be all remote related assistance over TeamViewer or remote desktop. This includes all SLA clients that has any issues onsite that can be resolved remotely.
All incidents must be logged via ticket system (Freshdesk).
• Printers and scanners
o Can’t scan or print.
o Scanner needs to send mail to correct email address.
• Mail
o Mail is not going through receiving send or receive errors.
o Investigate on hosting platform if there is enough space on domain or mailbox or check status of hosting platform for any issues. (Afrihost / Axxess)
• Programs not functioning correctly
o Application won’t open.
• User related inquiries of any sort on their computers
• Shared drives
• Servers
• VPN’s

Network Monitoring
The NOC is first line support and troubleshooting regarding any sites, switches or access points that is down for the following:
All incidents must be logged via ticket system.
• Access points that’s down
o Investigate why the AP is down (Ping, traceroute, Cable test from switch, check power)
• Switches is down
o Investigate why the switch is down (Ping, Traceroute, Check uplink between switches, check power)
• Internet is down
o Investigate why the line is down (Ping bitco router, ping Entelek Router, Check if location has power, log ticket with ISP)
• Wireless link that is down
o Investigate why Wireless link is down (Ping 1st contact wireless bridge, ping 2nd contact bridge, Check UNMS, reboot 1st contact bridge)

Experience required
Minimum 1 Year and above