HIRING! NOC Engineer - EASTWOOD - ONSITE
We’re an award-winning global outsourcer providing contact center and back office services on behalf of our global clients. Come work at a place where innovation and teamwork come together to support the most exciting missions in the world!
Acquire Intelligence exists to help businesses unlock smarter ways of working. We believe that by combining the best of people, process, and automation, companies can grow faster and operate with greater confidence. Our purpose is to remove complexity, improve performance, and drive intelligent transformation for organizations around the world.
As an Acquire Intelligence employee, your role is vital in achieving and exceeding individual and team targets that support company objectives, while building and maintaining stakeholder relationships. You’re also responsible for complying with and enforcing procedures aligned with our information security policies.
As a values-led organization, we expect all our team members to exemplify our four values: Curious and Clever, Entrepreneurial Energy, Fast with Intent, and Laugh and Learn.
Position Summary
Network Monitoring and Incident Response- Actively monitor network performance metrics i.e. device status, packet loss, latency and bandwidth usage using network monitoring tools
- Identify, analyze and respond to network alerts, alarms and performance degradation
- Troubleshoot issues and escalate critical problems to relevant stakeholders
- Investigate network faults and service interruptions, identifying root causes and implementing corrective actions
- Diagnosing network faults, implementing solutions and documenting resolutions to prevent future occurrences
- Configure and activate services for retail service providers (RSP) ensuring accurate and timely delivery
- Provision network equipment in line with RSP requirements
- Maintain accurate records of network incidents, maintenance activities, and configurations.
- Generate regular reports on network health, incidents, and resolutions.
- Update and improve troubleshooting guides and standard operating procedures (SOPs).
Work Environment:
- 12/7 shift-based operations, including weekends and public holidays.
- Fast-paced, requiring quick decision-making and with strict service delivery deadlines.
Targets & KPI’s include:
- Respond to RSP tickets or enquiries within 1 hour
- Outage notification sent / updated within 30 minutes of detection / receiving new information
- 95% of orders activated within 2 hours
- Timely and accurate resolution of customer & network issues - 90% of cases resolved within 48 hours from lodgment
- Curious and Clever – Smart questions spark smart solutions
- Entrepreneurial Energy – Think like an owner. Solve like a founder
- Fast with Intent – We move fast and deliver real results
- Laugh and Learn – We don’t take ourselves too seriously, just our results
Apply now and help turn data into action with Acquire Intelligence!
Join the A-Team and experience the A-Life!