NOC -SWOC - Tier 1 Technician - APAC

Duties and Responsibilities:

• Monitor and review network performance, reliability, and security.
• Troubleshoot network, server, and service issues, supporting the NOC - Service Engineering team and customers.
• Identify operational issues and suggest design alterations.
• Work within a distributed global network operation support team.
• Schedule network maintenance and upgrades as needed.
• Act as a point of contact for all service requests.
• Communicate directly with customers as required.
• Assist in coordinating support teams to maximize utilization and improve communication.
• Monitor alert systems and take appropriate action.
• Manage the emergency process for support requests requiring escalation.
• Collaborate with support technicians and management to ensure excellent service.
• Continuously develop technical skills by resolving incoming support cases.
• Provide feedback on opportunities to improve process and workflow efficiency.
• Exhibit professional and effective written and oral communication, as well as excellent interpersonal skills, including telephony skills, active listening, and customer care.
• Possess basic computer, operating system, and application knowledge.
• Understand networking technologies and components such as switches, routers, and firewalls.
• Utilize support tools and techniques to provide IT services.
• Organize and prioritize work, adapting to changes quickly.
• Be self-motivated and able to work in a fast-paced, team-based environment.
• Drive incidents to resolution, document, follow up, and track full resolution.
• Interface between customers and other supporting departments.
• Drive tools improvement and new feature requests.
• Review metrics and identify opportunities to improve the efficiency of Edge Services with the Global Network Service Technical Assistance departments.
• Work in a flexible, rotating shift environment (4x10’s or 3x12’s).

Qualifications:

• CCNA Certified or 3+ years of demonstrated experience in networking and server engineering.
• Bachelor’s Degree in Computer Science, Computer Engineering, or a related field.
• Possess any certifications: CompTIA Network+, Server+, Linux+, Cloud+, or Security+.
• Deep understanding of OpenStack technology and Network Function Virtualization (NFV) from practical work experience.
• Knowledge of Linux (Red Hat, Ubuntu, and KVM), Cisco (IOS, IOS XR, and Nexus).
• Skills in network and server monitoring (SolarWinds, Opsgenie, Microsoft Teams, Confluence, PaperTrail, or AppOptics).
• VMWare Certified Professional (VCP) preferred, with at least 2 years of experience as a VMWare engineer, Azure, AWS, or K8 experience.
• Knowledge of SolarWinds Monitoring Products (NPM, APM, DPA, NCM, SAM, SRM, or WPM).
• Understanding of packet-based networks, routing, redundancy, and transport protocols (OSPF, BGP, MPLS, VRF, and VXLAN) across various network vendors.
• Knowledge of container technology (Docker).
• Ability to handle multiple tasks concurrently, work well under tight timelines, and perform in a high-demand environment.
• Fluent in English, both spoken and written.
• Flexibility to work weekends, nights, and holidays.
• Proficiency in Microsoft Suite products (Word, Excel, PowerPoint).
• Collaborative team spirit.