NOC Engineer L1

Maintain the knowledge base for customer specific solutions.
Perform the first technical troubleshooting according to a set of pre- defined and agreed standards based on the service having issues.
Route tickets to responsible internal parties (2nd line) when issues can’t be resolved by 1st line.
Perform pro- active monitoring based on standard agreed parameters and tools
A first line technician should also be informed during the service transition.
Answer calls from passengers and customers in a professional manner and create corresponding tickets to record work carried out.
Detect and respond to major incidents, including invoking the major incident process and maintaining regular communication with relevant stakeholders, including working with IT
Be first responder to tickets and calls within agreed SLA time
A first line technician should be consulted when new trouble- shooting instructions are made, in the implementations and monitoring of the service delivery plan, to ensure these are reasonable and practical. They should escalate when an issue for a new service or customer that they do not know how to troubleshoot due to lack of knowledge arises.
Operations to identify impacted customers.

Functional competences:

Fluent in writing and speaking English.

Qualifications and experiences:

At least one year’s experience working in a Support Desk/1st line role
Basic Linux 2nd line troubleshooting support skills
Intermediate to Advanced data analysis skills utilizing MS Excel / Google Sheets
Good technical aptitude to help with describing faults to technical experts
Strong team player with good work ethics, excellent interpersonal and communication skills
Highly organized self- starter with the ability to prioritize workload to deliver high quality results to demanding timelines
Experience of working in a networking and support environment in a customer facing role
Networking troubleshooting, including Wi- Fi

BONUS + Salary annual review
Team building organisation
A friendly work environment with international working standards
Experience in working with a French company with many interesting projects

Cập nhật gần nhất lúc: 2025-08-23 09:45:02