Provide technical support for private communications network. Handle customer calls and troubleshoot network issues in operations center.
About the role
- NOC Technician responsible for monitoring and ensuring network reliability for Poa! internet, a fast-growing ISP in Kenya. Involves troubleshooting, documentation, and clear communication with stakeholders.
Responsibilities
- Responsible for proactive monitoring, troubleshooting, restoration or escalation of network outages within SLA
- Responsible for clear communication across company channels regarding outages, downtimes and expected resolutions
- Monitor all services and network infrastructure on a 24/7 basis, ensuring all network events are captured and addressed proactively to mitigate incidents
- Escalate any network degradation and failure to service providers/ vendors within the defined timelines and keep all relevant stakeholders updated until resolution
- Escalate unresolved complex issues to the NOC senior engineers
- Communicate scheduled maintenance at least 48 hours in advance and give hourly updates until services are restored
- Ensure service and monitoring system data is accurate and up to date
- Maintain timely documentation of incidents, problems, changes, RCAs, and RFOs from vendors and field teams
Requirements
- Degree in Information Technology, Computer Sciences, Telecommunication, or related discipline
- At least one Microtik and / Or Ubiquiti Certification
- Strong knowledge of routing and switching protocols, IT systems, and the OSI model
- At least 2 years’ experience in a 24/7 NOC environment within the telecom industry
- Skilled in remote technical support, troubleshooting (hardware/software), and escalation management
- Proficient with remote access tools, SOPs, ticketing platforms, and stakeholder communications
- Proven initiative and drive, with the ability to meet demanding deliverables under minimal supervision
Benefits
- Medical cover
- Airtime allowance
- Home internet allowance
- Annual training allowance
- Career growth opportunities
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Tech skills
Location requirements
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