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Tier 3 NOC Engineer

distroNairobi, Nairobi City
On-site Full-time

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Experience Level

Experience

Qualifications

Required Skills:Technical Proficiencies:• In-depth knowledge of TCP/IP, routing protocols, VLANs, and Quality of Service (QoS).• Familiarity with Cisco, Ruckus, and other networking equipment. Professional Competencies:• Strong analytical and problem-solving skills with a detail-oriented mindset.• Excellent communication skills, both verbal and written.• Ability to work independently and as part of a team in a fast-paced environment.

About the job

The Tier 3 NOC Engineer at distro plays a key role in maintaining the stability and performance of network infrastructure. This Nairobi-based position covers 24/7 monitoring, incident response, escalation management, and advanced troubleshooting. The engineer works closely with cross-functional teams and ensures service level agreements (SLAs) are met.

Network Monitoring and Performance

  • Monitor network infrastructure using SolarWinds, PRTG, Nagios, Zabbix, and the in-house Cosmos system.
  • Track bandwidth, latency, packet loss, and other key performance indicators.
  • Set and maintain monitoring thresholds, alerting policies, and SLA targets.

Incident and Problem Management

  • Respond to alerts and outages within SLA timelines.
  • Handle triage, diagnosis, and manage incidents through resolution.
  • Perform root cause analysis and document findings for future reference.
  • Identify trends and recommend preventive actions.

Escalation Management

  • Act as the main escalation point for Tier 1 and Tier 2 support teams.
  • Escalate advanced technical issues to Tier 4 engineers or specialized teams as needed.
  • Coordinate vendor support and lead bridge calls during major incidents.
  • Facilitate communication among technical teams, management, and stakeholders.

Network Operations and Maintenance

  • Apply firmware updates, patches, and configuration changes.
  • Configure routers, switches, firewalls, load balancers, and wireless controllers.
  • Set up VLANs, access control policies, and VPNs.
  • Carry out change management and maintenance tasks.

Troubleshooting and Support

  • Resolve issues across LAN, WAN, MPLS, SD-WAN, and wireless networks.
  • Troubleshoot protocols such as BGP, OSPF, EIGRP, and STP.
  • Analyze network traffic using Wireshark and tcpdump.
  • Address DNS, DHCP, firewall, NAT, and VoIP issues.
  • Handle SSID requests, conference room issues, and special support requests.

Field Technician Coordination and Dispatch

  • Coordinate dispatches for PMS troubleshooting and connectivity issues with field technicians.
  • Conduct WiFi site surveys, coverage assessments, and wireless optimization.
  • Oversee third-party vendor troubleshooting for video, VoIP, and conference room technology.
  • Manage onsite troubleshooting and vendor escalations.

Documentation and Collaboration

  • Maintain current network documentation, topology diagrams, and standard operating procedures.
  • Prepare post-incident and root cause analysis reports.
  • Participate in capacity planning and ongoing improvement projects.
  • Collaborate with engineering, logistics, equipment teams, and third-party vendors to integrate new technologies.

About distro

At distro, we are dedicated to providing cutting-edge networking solutions. Our team thrives on innovation, collaboration, and a commitment to excellence. We believe in fostering a dynamic work environment where every member is valued and empowered to contribute to our success.

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