NOC Support Engineer

Location


Sofia, Bulgaria

Overall Job Purpose


It is an exciting time to join our growing Sofia office. This NOC role will be to cover our new 24/7 support facility and so will involve shifts. The incumbent is responsible for responding promptly to all customer fault feedbacks/queries and taking appropriate actions to follow up closely with customers till the trouble ticket is closed, therefore maintaining high-quality service standards for the company. 

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.

Job Requirements



  • Diploma in Electronic/Electrical Engineering, Computer Science or relevant discipline

  • At least 3 years of experience in providing operational support in the telecommunications industry

  • Experience in similar support and shift environment within the telecommunications industry

  • Fluent in English

  • Being able to work flexi-time

  • Experience and understanding of the following systems/networks/technologies:

    • DWDM, optical layer, L2 and L3 networks and services based on MEF standards (ELINE, ELAN, E-TREE, IEEE 801.1Q, QinQ, MEN / CE Y.1731, GVRP, STP, ERPS).

    • Control switches, Media Gateways, SIP, MGCP/H.248, Voice Compression / Decompression, SIGTRAN (M2PA/M3UA), SS7 Signalling, Session Border Controllers (SBCs), VPN/IPSEC, Dynamic routing protocols BGP, OSPF. 

    • Control switches, Media Gateways, SIP, MGCP/H.248, Voice Compression / Decompression, SIGTRAN (M2PA/M3UA), SS7 Signalling, Session Border Controllers (SBCs), VPN/IPSEC, Dynamic routing protocols BGP, OSPF. 



  • Possess multi-tasking skills

  • A fast learner of new technologies

  • Strong communication skills

  • Desire to solve issues

  • Prioritising the provision of excellent customer service

  • Responsive