Senior MSOC Operations Engineer

Job Summary

Provide a 24x7 Service Desk support to Managed Service customers.

Responsibilities:

Be the point of contact for technical matters escalated by the customers, internal and external stakeholders.

Handle incoming faults enquiries in a professional and courteous manner over the telephone and via email.

Monitor network devices and identify issues such as Availability, Hardware health, Latency and Over-utilization issues.

Manage incoming proactive alerts and take on the lead to isolate and escalate the issue depending on the findings.

Take ownership of the assigned cases, may it be an Incident or Service Request and conduct full and thorough diagnostics and escalate to the appropriate team if required.

Ensure all technical issues are progressed and cleared within agreed SLA, including the need to escalate to other internal and external teams where appropriate.

Troubleshoot and resolve customer incidents and provide customer status updates in a professional and timely manner.

Identify and escalate repeated/chronic issues or service risks to service management teams.

Ensure effective communication within the team, internal stakeholders and other third-party vendors.

Take on any additional scope of work assigned by the MSOC management and provide assistance to MSOC Supervisor as and when necessary.

Requirements

Bachelor s Degree or Diploma in Computer Engineering, Computer Studies, IT or equivalent.

At least 3 years of relevant experiences in an NOC and Helpdesk support environment.

Familiar with OSI Model and TCP/IP including knowledge in Service Provider technologies.

Experiences in troubleshooting and resolving WAN, LAN, WLAN network issues.

Experiences in network monitoring tools such as Solarwinds Orion and MRTG Tools will be advantageous.

Ability to communicate and liaise effectively with the customers including internal and external stakeholders.

CCNA certification or equivalent is preferred but not required.

ITIL certification will be advantageous.

Must be willing and able to work on rotating shifts (day/night).

Bachelor s Degree or Diploma in Computer Engineering, Computer Studies, IT or equivalent. At least 3 years of relevant experiences in an NOC and Helpdesk support environment. Familiar with OSI Model and TCP/IP including knowledge in Service Provider technologies. Experiences in troubleshooting and resolving WAN, LAN, WLAN network issues. Experiences in network monitoring tools such as Solarwinds Orion and MRTG Tools will be advantageous. Ability to communicate and liaise effectively with the customers including internal and external stakeholders. CCNA certification or equivalent is preferred but not required. ITIL certification will be advantageous. Must be willing and able to work on rotating shifts (day/night).