About Our Client

One of our clients, “A company in Yemen", is seeking to recruit a highly qualified employees where that company always relies on the recruitment of those with excellent educational qualifications and reputable people, and also to provide exceptional job opportunities.

NOC Engineer

Department: Technology
Travel Requirement: No
Place: Sana’a Governorate
End Date: XX May 2025

Summary

The NOC (Network Operations Center) Engineer is responsible for ensuring the optimal performance and availability of the company’s cloud services. This role encompasses proactive monitoring of network and system infrastructure, incident and problem resolution, and providing first-level customer support. The NOC Engineer serves as the first point of contact for technical issues, handling service requests, escalating complex problems, and coordinating with internal teams such as DevOps and Security. The role also involves maintaining detailed documentation, supporting compliance efforts, and contributing to customer satisfaction through effective communication and timely resolution of issues.

Key Duties and Responsibilities

Network & System Monitoring:

• Monitor cloud infrastructure, network, and servers for performance, uptime, and security.
• Use monitoring tools to detect and resolve issues proactively.
• Respond to alerts, investigate incidents, and escalate problems as needed.

Incident & Problem Resolution:

• Diagnose and resolve network, server, and service-related issues within agreed Service Level Agreements (SLAs).
• Document all customer feedback in CRM system, with accurate written feedback arranged in different categories, incidents, resolutions, and troubleshooting steps.
• Coordinate with internal teams (DevOps, Security, Infrastructure) for complex issues.

Customer Support & Assistance:

• Respond to customer inquiries via email, chat, and phone in a timely manner as a first focal point, and escalate when necessary.
• Assist clients with account setup, configuration, and troubleshooting.
• Provide guidance on the company services, VPS/VDC management, email hosting, web hosting  and other offerings.

Technical Troubleshooting (Company Services and Customers):

• Identify and resolve performance issues in virtual machines, storage, and cloud environments.
• Investigate and troubleshoot connectivity problems, networking, DNS issues, and email configurations.
• Assist in servers/platform maintenance, updates, and patch management.

Service Requests & Account Management:

• Handle customer requests such as problems, upgrades, migrations, and configurations.
• Assist with billing-related queries and service activations.
• Work with security teams to ensure compliance with SLAs (Service Level Agreements) and industry standards.

Documentation & Reporting:

• Maintain detailed logs of incidents, resolutions, and customer interactions.
• Prepare reports on system performance, downtime, and customer satisfaction.
• Contribute to knowledge base articles and FAQs for self-service support.

Required Skills

Technical Skills:

• Strong understanding of networking (TCP/IP, DNS, VPN, firewalls).
• Experience with Linux and Windows server administration.
• Familiarity with virtualization technologies (VMware, Hyper-V), webhosting, cPanel, Plesk, ACI.
• Knowledge of cloud platforms (vCloud Director), NSX-T, Fortigate.
• Experience with monitoring tools (Zabbix, VMware Aria Products, etc.).

Customer Support Skills:

• Excellent communication skills (verbal & written).
• Ability to explain technical concepts to non-technical users.
• Patience and problem-solving mindset.

Other Skills:

• Ability to work in a 24/7 shift-based environment.
• Strong analytical and troubleshooting skills.
• Experience with help desk/ticketing systems (ManageEngine, WHMCS or custom solutions).
• Knowledge in ITIL4.

Education and Experience

• Bachelor’s Degree in Information Technology, Computer Science, Computer Engineering, Telecommunications, Network Engineering, or a related field.
• From 1 to 3 years of relevant work experience in Network or systems monitoring (NOC, SOC, or IT Helpdesk roles).
• Cloud infrastructure or data center operations.
• Technical support or service desk environments.
• Certification like CCNA, RHCE, or AWS Certified Cloud Practitioner is a plus.
• Experience in cloud hosting or data center environments.
• Familiarity with scripting (Bash, Python) for automation.
• Troubleshooting virtual machines, storage systems, and connectivity.
• Incident management and escalation processes.
• Working with ticketing and CRM systems (e.g., Zendesk, Freshdesk, OTRS).