NOC Engineer at BitCo

NOC Engineer

• BitCo seeks to employ a vibrant and dynamic individual to join the NOC Team.

Essential Duties and Responsibilities:

• Provide professional telephonic support to customers
• Log and complete service requests via the helpdesk system per standard operating procedures
• Ensure prompt, regular and accurate feedback to all customers
• Research, diagnose, troubleshoot and document solutions on faults reported
• Understand and fulfill service level agreements to customers
• Take ownership of client faults reported and see problems through to resolution
• Identify and escalate priority issues timeously and accurately
• Handle escalations from Tier 1 Support Engineers ensuring feedback and mentoring thereafter
• Modify or Provision client solutions in case of managed solutions
• Ensure first call resolution
• Grow within the department by means of mentoring, research and external training
• Field overflow of calls from the Tier 1 queue
• Liaising with all departments and technical resources involved when required
• Ensure overall customer satisfaction

Qualifications and Experience:

• Must have an N+ qualification, Linux, A+ qualification (LPIC-1 preferred) and MTCNA/CCNA will be preferred

Hard Skills Required:

• A good understanding of Linux and Asterisk is required for fault finding and resolution.
• Good understanding of TCP/IP protocols & services - TCP/UDP (VoIP, SIP, VLAN, SNMP, DNS, BGP)

Knowledge, Soft Skills & Abilities Required:

• Customer service orientated
• Possess Excellent verbal and written communication skills
• Manage client expectations in a professional manner
• Able to work under pressure to ensure client satisfaction
• Problem-solving skills
• Follow standard operating procedures outlined for the support center
• Willingness to learn
• Previous experience in a service environment
• A willingness to work overtime when required
• A willingness to work shifts on a rotational basis
• Complying with all other reasonable requests to ensure the job is completed professionally and per BitCo standards within deadlines.