NOC Support Engineer

Location

Sofia, Bulgaria

Key Responsibilities

• Executes network monitoring of all technologies and services


• Performs troubleshooting in case of incidents to resolve incidents with customer services


• Manage incidents and customer request tickets in the ticketing system


• Derives customer impact lists in a timely manner


• Executes level 1 support for network and services


• Supports Operations team during network optimisation


• Manages and controls first-level maintenance performance


• Provides support for the daily operation of computer and communication systems and networks, as well as technical support to users.


• Responds promptly to all customer requests for resolving problems with computer and communication systems and networks.


• Takes appropriate actions to follow up closely with customers until the problem is resolved.


• Maintains high-quality service standards for the Company.


• Executes the work to ensure continuity of the business processes


• Responds to customer system fault feedbacks/queries.


• Assists customers with testing and trouble-shooting faults, coordinating maintenance activities and facilities’ access, providing test results and network records, etc.


• Liaises with external vendors on complex issues and ensure closure with customers.


• Monitors system alarms and take prompt actions to investigate the cause and maintain records of actions taken.


• Monitors datacentre CCTVs regularly and report unusual activities immediately.


• Monitors datacentre alarms regularly and report any system/power failures immediately.


• Conducts clear/proper handover of outstanding jobs to staff on the next shift.