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Job Summary

The Managed Service NOC Engineer will be responsible for South-West backhaul and access fiber monitoring, reporting, and first level troubleshooting, using various network management applications and trouble ticketing systems to ensure optimal performance and minimal downtime.

Responsibilities

• Monitor network in the South-West providing specific updates, status and performance of all the network components

• Responding to network alerts, diagnosing and resolving incidents

• Answer all customer support related telephone calls within defined timelines

• Receive and treat all customer access requests: MCLS and ILA sites within specified timelines

• Receive and respond to call out tickets from customers within specified timelines

• Interface with internal/external customers on operational issues and related events, using the company's standard operating procedures

• Track remote hands request with tickets and ensure they are updated accurately

• Open a trouble ticket (TT) for every fault/event and ensure it is tracked up to the point of closure

• Prepare weekly/monthly customer reports on remote hand requests, call out tickets and backhaul performance events and activities as well as tracking escalations and other key performance indicators

• Maintain and ensure full compliance with all the company's NOC processes and procedures

• Ensure all customer SLAs are met

• Undertake in any other ad hoc activity as assigned by the NOC Supervisor

Qualifications

• Bsc or HND Engineering degree

• Proven years relevant work experience

• Strong technical, analytical, and communication skills

• Requirement for shift work to provide 24/7 support

• Problem resolution skills with a flexible approach to problem solving

• Able to use initiative to tackle a broad range of problems, while still following procedures and processes

• Ability to assess and prioritize faults and respond or escalate accordingly

• Capable of multi-tasking, good time management and prioritization of workload

• Willing to learn and develop new skills and actively seeks out tasks that help develop skills and knowledge

• Actively encourage strong working relationships with other teams

• Good technical documentation skills

Equinix is committed to ensuring that our employment process is open to all individuals, including those with a disability.  If you are a qualified candidate and need assistance or an accommodation, please let us know by completing this form.

Equinix is an Equal Employment Opportunity and, in the U.S., an Affirmative Action employer.  All qualified applicants will receive consideration for employment without regard to unlawful consideration of race, color, religion, creed, national or ethnic origin, ancestry, place of birth, citizenship, sex, pregnancy / childbirth or related medical conditions, sexual orientation, gender identity or expression, marital or domestic partnership status, age, veteran or military status, physical or mental disability, medical condition, genetic information, political / organizational affiliation, status as a victim or family member of a victim of crime or abuse, or any other status protected by applicable law. 

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