Managed Service NOC Engineer Job

Equinix is the world’s digital infrastructure company®, operating over 260 data centers across the globe. Digital leaders harness Equinix's trusted platform to bring together and interconnect foundational infrastructure at software speed. Equinix enables organizations to access all the right places, partners and possibilities to scale with agility, speed the launch of digital services, deliver world-class experiences and multiply their value, while supporting their sustainability goals.

Job Summary

• The Managed Service NOC Engineer will be responsible for South-South backhaul and access fiber monitoring, reporting, and first level troubleshooting, using various network management applications and trouble ticketing systems to ensure optimal performance and minimal downtime.

Responsibilities

• Monitor the network in the South-South, providing specific updates, status, and performance of all the network components
• Responding to network alerts, diagnosing, and resolving incidents
• Answer all customer support-related telephone calls within defined timelines
• Receive and treat all customer access requests: MCLS and ILA sites within specified timelines
• Receive and respond to call-out tickets from customers within specified timelines
• Interface with internal/external customers on operational issues and related events, using the company's standard operating procedures
• Track remote hands requests with tickets and ensure they are updated accurately
• Open a trouble ticket (TT) for every fault/event and ensure it is tracked up to the point of closure
• Prepare weekly/monthly customer reports on remote hand requests, call-out tickets, and backhaul performance events and activities, as well as tracking escalations and other key performance indicators
• Maintain and ensure full compliance with all the company's NOC processes and procedures
• Ensure all customer SLAs are met
• Undertake any other ad hoc activity as assigned by the NOC Supervisor

Qualifications

• B.Sc Degree or HND Engineering
• At least 5 years of relevant work experience
• Strong technical, analytical, and communication skills
• Requirement for shift work to provide 24/7 support
• Problem resolution skills with a flexible approach to problem-solving
• Able to use initiative to tackle a broad range of problems, while still following procedures and processes
• Ability to assess and prioritize faults and respond or escalate accordingly
• Capable of multitasking, good time management, and prioritization of workload
• Willing to learn and develop new skills and actively seeks out tasks that help develop skills and knowledge
• Actively encourage strong working relationships with other teams
• Good technical documentation skills.