SOC Technical Support Engineer (1.5 Support)

Introduction

The SOC Technical Support Engineer acts as the technical bridge between the SOC L1 Operations team and the Level 2 Engineering teams. The role provides advanced technical support to L1 Operators by assisting with the diagnosis, investigation, and resolution of technically complex incidents across RF Microwave, Wireless Backhaul, Fibre, and IP Network services. The incumbent is responsible for interpreting technical feedback received from Level 2 Engineering, translating it into operational actions for L1 Operators, and ensuring customers receive accurate technical updates throughout the incident lifecycle. The role is expected to maximize incident resolution within the SOC by enabling L1 Operators to resolve and close technically complex incidents wherever possible without unnecessary Level 2 involvement, while ensuring only technically validated incidents are escalated to Engineering.

Duties & Responsibilities

3.1 Technical Investigation & L1 Enablement

• Provide advanced technical guidance to L1 Operators during incident investigation, fault isolation, and service restoration.

• Support L1 Operators with advanced troubleshooting across RF Microwave, Wireless Backhaul, Fibre, and IP Network services .

• Review and validate troubleshooting performed by L1 Operators before escalation.

• Assist with fault isolation to determine the probable point of failure.

• Support L1 Operators in resolving incidents within the SOC’s technical authority.

• Provide guidance on the appropriate technical resolution and escalation path.

3.2 Advanced Networking Knowledge

Demonstrate strong technical knowledge and practical troubleshooting experience in:

• RF Microwave Technologies

• Wireless Backhaul Networks

• TCP/IP Networking

• Routing & Switching

• MPLS

• Ethernet

• MikroTik Routing

• Fibre Technologies

• VLANs

• Wireless Technologies

Apply this knowledge to diagnose technically complex incidents, identify the probable root cause, and determine the appropriate resolution or escalation path.

3.3 Technical Validation & Service Restoration

• Validate technical investigations and troubleshooting completed by L1 Operators.

• Verify alarms, diagnostics, and technical findings before escalation.

• Confirm successful service restoration before incident closure.

• Determine whether incidents require Level 2 Engineering intervention.

• Maximise incident resolution within the SOC before escalating to specialist engineering teams.

3.4 Technical Incident Management

• Provide technical support to L1 Operators during complex incidents.

• Assist with Major Incident investigations and service restoration activities.

• Interpret and communicate technical feedback received from Level 2 Engineering.

• Ensure customers receive accurate and timely technical updates based on engineering feedback.

• Maintain technical ownership of incidents until service restoration has been confirmed.

3.5 Technical Liaison

• Act as the primary technical interface between L1 Operations and Level 2 Engineering.

• Translate technical engineering feedback into clear operational actions for L1 Operators.

• Ensure Engineering receives complete and accurate technical diagnostics before escalation.

• Liaise with internal Engineering teams, vendors, and third-party service providers during technical investigations.

• Promote effective communication and collaboration between Operations and Engineering teams.

3.6 Technical Leadership & Knowledge Sharing

• Mentor and coach L1 Operators on advanced troubleshooting techniques.

• Strengthen the technical capability of the SOC through ongoing knowledge sharing and skills development.

• Develop, maintain, and improve technical troubleshooting guides, procedures, and runbooks.

• Participate in Root Cause Analysis (RCA) investigations.

• Identify recurring technical issues and recommend improvements to reduce repeat incidents.

• Share technical knowledge and best practices across the SOC to improve incident resolution and operational efficiency.

Desired Experience & Qualification

• Degree or diploma in Information Technology, Networking or an equivalent relevant qualification.

• CCNP Certification (Minimum Requirement).

• A minimum of five years' networking experience.

• Proven experience within the Telecommunications or ISP environment.

• Radio Frequency (RF) / Microwave experience is essential.

• Hands-on experience supporting Wireless Backhaul, Fibre, and IP Network services.

• Advanced knowledge of Routing & Switching.

• Fortinet NSE and/or Juniper certifications would be advantageous.

• Strong written and verbal communication skills.

• Ability and willingness to work in a shift-based SOC operational support environment

Package & Remuneration

R35 000 - RR40 000