Information TechnologyFull-TimeEntry-level(0-1 yr)
Job Description
As a NOC Engineer Tier 3 at Solvo Global, you will ensure 24/7 availability and performance of network infrastructure through monitoring, incident response, escalation management, and technical support. You will maintain strict SLAs and collaborate with cross-functional teams to resolve complex network issues.
Responsibilities
Network Monitoring & Performance
Monitor infrastructure using tools such as SolarWinds, PRTG, Nagios, Zabbix, and Cosmos.
Analyze performance trends including bandwidth, latency, packet loss, and various KPIs.
Maintain and optimize monitoring thresholds, alert policies, and SLA metrics.
Incident & Problem Management
Respond to alerts and outages within defined SLA timeframes.
Perform triage and diagnosis, managing the entire incident lifecycle.
Conduct root cause analysis (RCA) and document lessons learned for preventive measures.
Escalation Management
Serve as the primary escalation point for Tier 1 and Tier 2 support teams.
Escalate complex issues to Tier 4 engineers or specialized internal teams.
Coordinate vendor support and lead bridge calls during major incidents.
Manage communications between technical teams, management, and stakeholders.
Network Operations & Maintenance
Execute firmware updates, security patches, and network configuration changes.
Configure and manage routers, switches, firewalls, load balancers, and wireless controllers.
Implement VLANs, access control policies, and VPN connections.
Oversee change management and maintenance window activities.
Troubleshooting & Support
Resolve issues across LAN, WAN, MPLS, SD-WAN, and wireless networks.
Troubleshoot routing and switching protocols (BGP, OSPF, EIGRP, STP).
Analyze network traffic using Wireshark and tcpdump.
Address issues related to DNS, DHCP, firewalls, NAT, and VoIP.
Manage special requests including SSID configurations and conference room technology issues.
Field Technician Coordination & Dispatch
Coordinate with field technicians for Property Management Systems (PMS) troubleshooting and connectivity.
Conduct WiFi site surveys, coverage analysis, and wireless optimization.
Handle troubleshooting for 3rd party vendors, including video and VoIP systems.
Documentation & Collaboration
Maintain detailed network documentation, topology diagrams, and Standard Operating Procedures (SOPs).
Create post-incident and RCA reports.
Participate in capacity planning and continuous improvement initiatives.
Collaborate with Engineering and logistics teams to integrate new equipment.
Requirements
Education: Bachelor's degree (BA/BSc) or HND in Engineering, ICT, or a related field.
Technical Proficiency: Deep understanding of TCP/IP, routing protocols, VLANs, and QoS.
Vendor Experience: Hands-on experience with Cisco, Ruckus, Aruba/HP, and Meraki hardware.
Security Knowledge: Proficiency in firewalls such as Cisco ASA, Fortinet, and Watchguard.
Tooling: Experience with monitoring tools (SolarWinds, PRTG, Nagios, Zabbix) and packet analysis tools (Wireshark, tcpdump).
Network Tech: Knowledge of VPN, SD-WAN, load balancers, and wireless networking.
Preferred: Familiarity with Property Management Systems (PMS) and hospitality technology.
Skills
Strong problem-solving and communication abilities.
Ability to remain calm and focused during critical incidents.
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