NOC technician - tier 3 at Distro – Nairobi

Ensure 24/7 availability and performance of network infrastructure through monitoring, incident response, escalation management, and technical support while maintaining SLAs and collaborating with cross-functional teams.

Responsibilities:

• Network Monitoring & Performance:

• Monitor infrastructure using SolarWinds, PRTG, Nagios, Zabbix, and proprietary systems like Cosmos

• Analyze performance trends, bandwidth, latency, packet loss, and KPIs

• Maintain monitoring thresholds, alert policies, and SLA metrics

• Incident & Problem Management:

• Respond to alerts and outages within SLA timeframes

• Perform triage, diagnosis, and manage incident lifecycle

• Conduct root cause analysis and document lessons learned

• Track trends and recommend preventive measures

• Escalation Management:

• Serve as primary escalation point for Tier 1 and Tier 2 support teams

• Escalate complex issues to Tier 4 engineers and specialized teams

• Coordinate vendor support and facilitate bridge calls during major incidents

• Manage communication between technical teams, management, and stakeholders

• Network Operations & Maintenance:

• Execute firmware updates, patches, and configuration changes

• Configure routers, switches, firewalls, load balancers, and wireless controllers

• Implement VLANs, access control policies, and VPN connections

• Perform change management and maintenance window activities

• Troubleshooting & Support:

• Resolve issues across LAN, WAN, MPLS, SD-WAN, and wireless networks

• Troubleshoot routing/switching protocols including BGP, OSPF, EIGRP, STP

• Analyze traffic using Wireshark and tcpdump

• Address DNS, DHCP, firewall, NAT, and VoIP issues

• Manage SSID requests, conference issues, and other special requests

• Field Technician Coordination & Dispatch:

• Coordinate with field technicians and manage tech dispatches

• Troubleshoot Property Management System (PMS) connectivity issues

• Conduct WiFi site surveys, coverage analysis, and wireless optimization

• Support 3rd party vendor troubleshooting including video, VoIP, and Conference Room Technology

• Manage on-site troubleshooting activities and vendor escalations

• Documentation & Collaboration:

• Maintain network documentation, topology diagrams, and SOPs

• Create post-incident and root cause analysis reports

• Participate in capacity planning and continuous improvement initiatives

• Collaborate with Engineering, logistics, equipment providers, and third-party vendors for integrating new equipment and technologies

Skills: Technical Skills:

• TCP/IP, routing protocols, VLANs, QoS

• Cisco, Ruckus, Aruba/HP, Meraki routers, switches, and wireless controllers

• Firewalls (Cisco ASA, Fortinet, Watchguard)

• Monitoring tools (SolarWinds, PRTG, Nagios, Zabbix, Cosmos)

• Wireshark, tcpdump, packet analysis; VPN, SD-WAN, load balancers wired (ethernet and fiber) and wireless networking

• Property Management Systems (PMS) and hospitality technology (preferred) Soft Skills: Strong communication and problem-solving abilities calm under pressure during critical incidents team collaboration and mentoring skills; time management and prioritization

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