NOC Tier 2 Engineer - National

Purpose of the Role

• This role is ideal for someone who thrives in a This role is perfect for someone who thrives in a fast-paced, high-energy technical environment and enjoys solving complex networking problems while delivering an exceptional customer experience.
• 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.
• You will work closely with customers, vendors, internal technical teams, and operational stakeholders to troubleshoot incidents, identify root causes, and maintain service stability across the network.
• 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.

Key Responsibilities

Technical Support and Incident Management

• 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.

Escalation and Collaboration

• 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.

Documentation, Reporting, and Continuous Improvement

• Maintain accurate ticket updates and change logs.
• Create and update technical documentation.

Assist with

• SLA reporting
• Trend analysis
• Root Cause Analysis RCA
• Contribute to process improvement initiatives

Training and Knowledge Sharing

• 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.

What You'll Need to Know

To succeed in this role, you should have

Education and Certifications

• Matric Grade 12 — Essential
• Cisco CCNA — Essential

Advantageous

• Mikrotik MTCNA
• Juniper JNCIA-Junos

Experience

• 2+ years IT / Network technical support experience
• 1+ year telecommunications experience
• 1+ year fibre networking experience
• Experience in a customer-facing technical support environment
• Contact centre support exposure

Technical Knowledge

Working knowledge of

• Fibre networks PON, AE, OTN, CWDM
• VLANs, VPLS, EVPN
• MPLS and Metro Ethernet
• LAN and WAN technologies
• IP addressing and subnetting IPv4 & IPv6
• Routing protocols OSPF
• DHCP and PPPoE
• Mikrotik and Juniper routers
• Ciena and Extreme switches
• Network troubleshooting tools traceroute, mtr, ping, iperf, nslookup, Wireshark
• Monitoring systems such as Iris
• Microsoft Office applications

Closing Date: 04 September 2026