Job Objective

Provide 2nd level technical support, resolve escalated incidents and assigned problems, coach the first level NOC team and manage the WIOCC network. To be acknowledged as the technical expert within the company.

Key Duties & Responsibilities:

24/7 2nd Level TAC technical interface, escalation / on-call
 Problem resolution, direct NOC & Field Support
 Mentorship & training of Operations team on technical competency
Technical shareholder support / shareholder consultancy, service management and sales support
Network equipment vendor management
Network installation, testing & commissioning, bringing into service, integration
Network quality and performance management asssist with creation of ad hoc reports as needed
Operate disaster recovery for NOC
 Assist other departments and lead and report on projects as requested
Deputise for TAC Manager as directed

Minimum Qualifications:

Bachelor’s degree (or equivalent) in a technical field Technical certifications Optical networking, CCNA or JNCIA (essential), CCNP or JNCP (desirable) or equivalent

Experience & Skills:

Requires minimum of 4 years’ technical experience in telecom industry, managing complex optical network, with desirably at least 2 years in second level technical support
Knowledge of platforms including Fibre, DWDM, OTN, SDH, Data (Ethernet, IP/MPLS, ISIS, BGP, L2VPN)
Knowledge in supporting transmission and switching equipment from leading manufacturers. i.e. Mikrotik, Juniper, Tejas Networks etc.
Experience in network monitoring tools e.g., Cacti, MRTG, PRTG, NPM etc
Experience in internal systems e.g., mail servers, domain servers, operating and application systems
Ability to share knowledge and mentor other team members
Effective written and verbal communications skills evidenced by previous work history and accomplishments
Excellent communications and soft skills, including ability to listen to and summarize and concisely share key information with clients
Must use B/OSS tools effectively to record information accurately and concisely in a timely manner
Demonstrate ability to manage multiple priorities and solve problems in a fast-paced environment

Attributes

Client focused, relationship builder
Integrity, honest with high ethical standards
Boundless, passionate, and flexible
 Personal excellence, accuracy, and attention to detail
Collaborative, achieve results through teamwork and partnerships
Strong analytical skills and able to collate and interpret data from various sources
Excellent English language communicator with a natural aptitude for dealing with people
 Excellent network diagnostic and problem-solving skills