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L3 NOC Support Engineer

L3 NOC Support Engineer

Staff4MeEG
30+ days ago
Job type
  • Quick Apply
Job description

Job Summary : As a Network Operations Center Engineer, you will be responsible for providing advanced technical support and troubleshooting for network infrastructure and guest-facing systems within the hospitality industry. You will handle daily operations, advanced equipment troubleshooting, network setups, tech dispatches, PMS troubleshooting, ticket hand-offs, and participate in projects as assigned.

Key Responsibilities :

  • Daily Operations :
  • Handle inbound calls for sites, customers, clients, and partners.
  • Manage support and client escalations, including priority 1 issues and urgent cases.
  • Provide real-time assistance to T2 technicians and update tickets with relevant information.
  • Advanced Equipment Troubleshooting :
  • Configure replacement devices and perform software and hardware firmware upgrades.
  • Coordinate ISP cutovers and troubleshoot all network-related equipment issues.
  • Network Setups :
  • Set up TV networks, special request SSIDs, key encoder systems, safe lock networks, bed bug networks, and associate alert networks.
  • Issue public IPs to vendors and fulfill network setup requests from sites.
  • Tech Dispatches :
  • Troubleshoot issues to verify if a tech dispatch is needed and create statement of work for operation coordinators.
  • Assist field techs with switch configurations, cable running, and equipment connections.
  • PMS Troubleshooting :
  • Install new connectors for PMS interfacing, test with PMS vendors, and troubleshoot portal page issues at franchise hotels.
  • Ticket Hand-Off :
  • Create dispatch hand-offs and document all severity 1 and 2 tickets for follow-ups on the next shift.
  • Projects :
  • Work on assigned projects in a timely manner, contributing to the team's success and efficiency.
  • Technical Expertise :
  • Identify and troubleshoot complex network issues, review and recommend configuration change requests, and maintain expert-level knowledge of solutions, tools, software, hardware, and configurations.
  • Collaboration and Support :
  • Act as a technical adviser and escalation point for the helpdesk team, providing guidance and support as needed.
  • Engage in troubleshooting efforts with onsite customer resources or third-party contractors.
  • Flexibility :
  • Participate as part of the helpdesk or monitoring teams as needed, contributing to overall team success and efficiency.

Requirements

  • Minimum 1 year of L3 or NOC experience.
  • Proficiency in network troubleshooting and configuration.
  • Strong communication and interpersonal skills.
  • Ability to work in a fast-paced environment and handle multiple tasks simultaneously.
  • Bachelor's degree in Computer Science, Information Technology, or related field (preferred).

    • Location Preference :

  • Candidate should be based in Egypt.
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    Support Engineer • EG