Job Description

The NOC Agent is a junior staff responsible to pro-actively monitor and resolve events that are detected by the system monitoring tool sets. Be responsible for, resolving or escalating Incidents that have been logged and ensuring the availability of IT infrastructure.

Responsibilities

• Follow all relevant policies, processes, and standard operating procedures so that work is carried out in a controlled and consistent manner.
• Accelerate learning as a recipient of knowledge transfer efforts from NOC Engineers related to different job activities and ensure know-how and expertise is assimilated.
• Monitor network infrastructure and systems in the Network Operations Center (NOC), proactively identifying and resolving network issues to ensure optimal performance and availability.
• Respond to network incidents and alerts, troubleshooting and resolving technical issues within agreed-upon service level agreements (SLAs) to minimize downtime and impact on business operations.
• Monitor and resolve events that are detected by the system monitoring tool sets.
• Resolve and escalate incidents raised during the shift.
• Support the Service Desk, SOC and Service Delivery Teams.
• Collaborate with cross-functional teams, such as network engineering, systems administration, and security teams, to escalate and coordinate the resolution of complex network issues.
• Provide clients with clear, concise updates in relation to their solution
• Document and maintain accurate records of network incidents, activities, and resolutions, ensuring comprehensive knowledge base and reporting for future reference and analysis.
• Stay updated on industry trends, emerging technologies, and best practices in network operations and management, recommending and implementing improvements to enhance network performance, security, and reliability.

KNOWLEDGE, SKILLS and EXPERIENCE

• Bachelors degree in Computer Science, Information Systems, Engineering, or equivalent.
• Internship experience in Network Operations Center (NOC)
• 1-2 years of experience in System and Infrastructure Administration.
• Current Industry certifications with practical hands-on experience
• Up to date Microsoft Practical hands-on experience
• Network analysis skills ideally in a Cisco environment
• Strong trouble shooting and problem analysis skills
• Awareness in Microsoft Active Directory, Exchange, Azure, SCCM, and O365.
• Knowledge of IT Service Management principles, ITIL V4 Foundation certification.
• Knowledge of fundamental IT security principles.
• Experience with HP/Microfocus Service Manager and Operations Bridge Manager (OBM).
• Excellent English written and verbal communication skills with specific focus on technical and operational documentation