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.

