Job Summary: As a Network Operations Center Engineer, you will be responsible for providing advanced technical support and troubleshooting for network infrastructure and guest-facing systems within the hospitality industry. You will handle daily operations, advanced equipment troubleshooting, network setups, tech dispatches, PMS troubleshooting, ticket hand-offs, and participate in projects as assigned.
Key Responsibilities:
- Daily Operations:
- Handle inbound calls for sites, customers, clients, and partners.
- Manage support and client escalations, including priority 1 issues and urgent cases.
- Provide real-time assistance to T2 technicians and update tickets with relevant information.
Advanced Equipment Troubleshooting:- Configure replacement devices and perform software and hardware firmware upgrades.
- Coordinate ISP cutovers and troubleshoot all network-related equipment issues.
Network Setups:- Set up TV networks, special request SSIDs, key encoder systems, safe lock networks, bed bug networks, and associate alert networks.
- Issue public IPs to vendors and fulfill network setup requests from sites.
Tech Dispatches:- Troubleshoot issues to verify if a tech dispatch is needed and create statement of work for operation coordinators.
- Assist field techs with switch configurations, cable running, and equipment connections.
PMS Troubleshooting:- Install new connectors for PMS interfacing, test with PMS vendors, and troubleshoot portal page issues at franchise hotels.
Ticket Hand-Off:- Create dispatch hand-offs and document all severity 1 and 2 tickets for follow-ups on the next shift.
Projects:- Work on assigned projects in a timely manner, contributing to the team's success and efficiency.
Technical Expertise:- Identify and troubleshoot complex network issues, review and recommend configuration change requests, and maintain expert-level knowledge of solutions, tools, software, hardware, and configurations.
Collaboration and Support:- Act as a technical adviser and escalation point for the helpdesk team, providing guidance and support as needed.
- Engage in troubleshooting efforts with onsite customer resources or third-party contractors.
Flexibility:- Participate as part of the helpdesk or monitoring teams as needed, contributing to overall team success and efficiency.
Requirements
- Minimum 1 year of L3 or NOC experience.
- Proficiency in network troubleshooting and configuration.
- Strong communication and interpersonal skills.
- Ability to work in a fast-paced environment and handle multiple tasks simultaneously.
- Bachelor's degree in Computer Science, Information Technology, or related field (preferred).
Location Preference:
- Candidate should be based in Egypt
