NOC Engineer Job in Kenya

Job Title: NOC Engineer

Department: Operations

Reporting Line: NOC Manager

Employment Type: 3 months contract

Job Objective: Provide first level support for customers, resolve incidents, identify problems through pro-active monitoring and manage planned engineering works. To be acknowledged as the customers champion ensuring high levels of satisfaction and an excellent customer experience.

Key Duties & Responsibilities

  • Interface with customers for service assurance and service delivery queries, achieving high levels of customer satisfaction.
  • Proactively monitor alarm management systems for events, create, own and manage trouble tickets to successful resolution.
  • Supplier incident management
  • Incident management, trouble shooting and resolution of first level technical issues
  • Ensure all service tickets on NetSuite have correct closure data
  • Use of and ensuring data integrity of NetSuite
  • Produce Reason For Outage reports and conduct Monthly Operational Reviews with customers
  • Manage Planned Engineering Works, including service impact analysis and customer notifications
  • Identify service concerns, issues, challenges and escalate to 2nd level support and management
  • Maintain accurate records, assist with auditing and data cleansing as directed
  • Assist Service Delivery to configure & activate services / restoration as directed
  • Field operations as required (installation, patching, troubleshooting, testing)
  • Assist with creation of ad hoc reports as needed
  • Assist other departments and perform various projects as needed
  • Adhere to all company policies and procedures

Minimum Qualifications:

  • Bachelor’s degree (or equivalent) in I.T or Telecommunications related field

Experience & Skills

  • Requires minimum of 1-2 years’ experience in telecom industry including experience in customer support or similar fields
  • CCNA a must,CCNP/CCIP and JNCIA are an added advantage
  • Knowledge of juniper routers and Tejas ADM a highly added advantage
  • Knowledge of various platforms around SDH, Data (Ethernet, IP/MPLS).
  • Effective written and verbal communications skills evidenced by work history and accomplishments
  • Expert knowledge of at least one trouble ticket system, NetSuite desirable
  • Excellent communications and soft skills, including ability to listen to and summarize and concisely share key information with customers
  • Demonstrate ability to manage multiple priorities and solve problems in a fast paced environment


  • Customer focused, relationship builder
  • Integrity, honest with high ethical standards
  • Boundless, passionate and flexible
  • Personnel excellence, accuracy and attention to detail
  • Collaborative, achieve results through teamwork and partnerships
  • Strong analytical skills and able to collate and interpret data from various sources
  • Good English language communicator with a natural aptitude for dealing with people
  • Good network diagnostic skills
  • Willing to work on a 24/7 shift including nights, week-ends and public holidays / on-call as required

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ICT and Technology
Updated: May 28, 2019 — 7:56 pm