Job category: Helpdesk and Technical Support Location: Roodepoort Contract: Permanent Remuneration: Market Related EE position: Yes Introduction This is a NOC Support 2nd Line Engineer with strong Client Support Coordination. You will play a key role in providing efficient 2nd line technical support, ensuring high-quality client service, and smooth network operations and timely issue resolution. NOC Support (2nd Line Engineering) Provide second-line technical support to resolve network and customer issues escalated from the first line (NOC). Perform proactive monitoring and analysis of network performance, identifying potential issues before they impact service. Troubleshoot and resolve incidents, escalations, and requests related to networking hardware, software, and services. Collaborate with first line, second line, field services and planning teams to ensure the timely resolution of complex incidents and requests. Participate in regular network maintenance and patching activities, ensuring network stability and security. Conduct root cause analysis on network failures and outages, working with appropriate teams to develop long-term solutions. Maintain an understanding of client networks and provide technical guidance and support as needed. Help field services with equipment configurations and new implementation. Escalate to 3rd line engineer if required. Client Support Act as a secondline point of contact for client inquiries, issues, and service requests. Take responsibility for the resolution of client issues, ensuring clear communication to the customer. Join customer escalations calls and meetings when required. Monitor and ensure service level agreements (SLAs) are met, providing timely updates to clients on service status and resolution progress. Maintain strong client relationships, identifying opportunities to improve service delivery and client satisfaction. Education & Certifications Bachelor’s degree in Computer Science, Information Technology, or a related field (or equivalent experience). Relevant certifications such as MikroTik MTCNA are desirable. Experience 3 years of experience in a NOC support, technical support, or network operations role, ideally in a 2nd line capacity. Proven experience in client support and service coordination. Experience working with off-net service providers and managing third-party vendor relationships. Technical Skills Strong understanding of networking concepts (TCP/IP, routing, switching, VPN, firewalls, etc.). Familiarity with network monitoring tools (e.g., PRTG). Hands-on experience with network troubleshooting and diagnostic tools. Knowledge of IP-based services and technologies (e.g., MPLS, SD-WAN). Excellent understanding of service-level agreements (SLAs), incident management, and escalation processes. Soft Skills Excellent communication and interpersonal skills with the ability to explain complex technical issues to non-technical clients. Strong organizational and time-management skills. Ability to work under pressure and handle multiple tasks in a fast-paced environment. Strong problem-solving and analytical skills. Customer-oriented with a focus on delivering outstanding client experiences. Do you require help with the registration process? #J-18808-Ljbffr