NOC Tier 3 Engineer at Frogfoot Networks (Pty) Ltd

Job Description

• Frogfoot is in search of a NOC Tier 3 Engineer to join the NOC Department. 
• The NOC Tier 3 Engineer will play a critical role in ensuring the stability and performance of the network at Frogfoot.
• This role focuses on providing advanced (3rd level) technical support for complex network incidents, proactively identifying risks, and ensuring efficient fault resolution.
• The engineer also supports technicians and subcontractors remotely while maintaining accurate documentation and reporting on all network-related activities.

Key Responsibilities

• Take ownership of Tier-3 support requests and drive them through to resolution within SLA targets.
• Perform advanced troubleshooting on network incidents and outages.
• Proactively monitor network performance to identify risks and vulnerabilities.
• Develop and implement resolution work plans for faults.
• Escalate complex issues to Tier-4 when required, while maintaining ownership of the incident.
• Support onsite technicians and third-party subcontractors with remote troubleshooting.
• Ensure accurate and consistent ticket updates and documentation.
• Conduct root cause analysis and compile detailed reports on faults and resolutions.
• Track performance metrics such as Mean-Time-To-Resolve (MTTR).
• Participate in standby rotations and shift schedules.
• Contribute to continuous improvement through proactive health checks and reporting recurring issues.
• Assist in training and upskilling lower-level support teams.
• Participate in meetings, client engagements, and network improvement initiatives.

What You’ll Need to Know

• Strong understanding of Layer 2 and Layer 3 networking (OSI Model).
• Hands-on experience with routing and switching protocols (e.g., VLAN, BGP, OSPF, MPLS, VPLS, EVPN).
• Fibre testing methodologies such as OTDR.
• Network performance testing tools and metrics (throughput, latency, bandwidth, frame loss).
• Familiarity with Linux systems and monitoring tools.
• Knowledge of NOC environments, workflows, KPIs, and SLA management.
• Understanding of network architecture and telecommunications environments.

Skills That Will Help You Succeed

• Strong problem-solving and diagnostic ability in complex network environments.
• Ability to work effectively under pressure and meet strict deadlines.
• Excellent communication skills (both written and verbal).
• Strong attention to detail and analytical thinking.
• Ability to clearly present technical information and work plans.
• Customer-focused mindset when handling service requests.
• Ability to learn quickly through observation, investigation, and hands-on experience.
• Strong teamwork and interpersonal skills.

Qualifications & Experience

Education:

• Matric (essential).
• CompTIA Network+, CCNP or equivalent certification (essential).
• IT or Telecommunications-related diploma (advantageous).

Experience:

• 3–5 years’ experience in an IT or Telecommunications environment.
• Minimum of 2 years’ experience in a NOC support role.

Qualities We Value at Frogfoot

• Accountability and ownership of tasks from start to finish.
• A proactive and solution-driven approach to problem-solving.
• Willingness to continuously learn and upskill.
• Collaboration and knowledge-sharing within the team.
• Reliability and commitment to meeting operational targets.
• Adaptability in a fast-paced, high-pressure environment.
• A strong sense of responsibility toward customer service and network performance.