Attend to tier 2 customer escalations and troubleshoot issues
Troubleshoot IP services and networks, ensuring timely resolution of fault tickets to meet Service Level Agreement (SLA) requirements on Mean Time to Repair (MTTR) and Quality of Service (QoS)
Influence the enhancement, modification, and adjustment of components in the network infrastructure
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The Primary function of the NOC Engineer is to deliver technical support to our valued customers globally. The NOC is the first point of contact, within the Delivery & Support team, for our customers when they require support, whether it be via the customer portal, phone or email.
The NOC Engineer must be capable of developing a detailed understanding of the GV Deployed equipment and Cloud based technologies, including AWS, to allow them to do initial triage and where possible, follow through to case resolution.
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