NOC Tier 2 Engineer - National
Overview
The NOC Tier 2 Engineer is responsible for providing advanced technical support across Fibre and Networking environments, acting as an escalation point for internal teams, and ensuring incidents are resolved efficiently and professionally in line with SLA commitments. This role plays a key part in ensuring service reliability, customer satisfaction, knowledge sharing, and operational excellence within the NOC environment. This is a 24/7 operational role that includes standby duties and after-hours support when required.
Requirements
- Matric (Grade 12) — Essential
- Cisco CCNA — Essential
- 2+ years IT / Network technical support experience
- 1+ year telecommunications experience
- 1+ year fibre networking experience
- Experience in a customer-facing technical support environment
Responsibilities
- Provide advanced (Tier 2) technical support for network and fibre incidents.
- Identify, prioritise, troubleshoot, and resolve incidents.
- Take end-to-end ownership of customer issues through to resolution.
- Provide remote support to field engineers and customers.
- Maintain incident handling in line with NOC processes, policies, and SLAs.
- Ensure timely escalation of incidents when required.
- Act as an escalation point for internal support teams.
- Liaise with vendors and internal departments to resolve complex faults.
- Coordinate troubleshooting efforts across teams.
- Drive first-call resolution improvement across NOC tiers.
- Maintain accurate ticket updates and change logs.
- Create and update technical documentation.
- Assist with SLA reporting, trend analysis, and Root Cause Analysis (RCA).
- Contribute to process improvement initiatives.
- Provide guidance and mentoring to junior engineers.
- Assist with onboarding and technical training.
- Support the development of internal training material.
- Contribute to building the NOC knowledge base.
How to apply
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