Network Operations Center – Level 2 Support Engineer

Moonspin is proud to offer industry-leading Customer Service, Risk/Fraud, and Tech Development services to our international client base. Our expertise lies in delivering world-class multilingual customer support 24/7, maintaining strict Risk/Fraud processes, and developing state of the art technological designs and features. We hire experienced top talented people which enables us to offer exceptional business services while enjoying a “work hard play hard” engaged environment.

Purpose of the Role

We are seeking a NOC Level 2 Support Engineer to work in our Cape Town office, who can apply their technical skills in a fast-paced and complex environment. The Level 2 NOC Engineer’s duties will include monitoring, diagnosing, troubleshooting, tracking, and documenting the multiple environments and day-to-day customer support and interactions.   

Strong communication skills are a particularly important requirement for this role. NOC Level 2 Support Engineers should enjoy working in a fast-paced environment where adaptability and flexibility will be key to their success. The successful candidate will be able to work independently and within groups working in shifts to cover 24/7 coverage.

Responsibilities:

Monitor Dashboards of key metrics, proactively detecting any possible incidents before they occur.

Proactive monitoring of Slack channels for issues raised both internally and externally.

Investigate, diagnose, troubleshoot, and resolve incidents where possible.

Escalate incidents that require additional expertise with SRE, DBA’s, Dev Support, etc, and work with them until the incident is resolved.

Working with Incident managers and other teams in war rooms for P1/2 issues to restore operations as quickly as possible.

Be involved in the root cause analysis of incidents and help with incident reports.

Adding and updating documentation for runbooks used to help troubleshoot and resolve incidents and share knowledge with the rest of the team.

Implement and improve processes for monitoring/alerting, systems maintenance, and escalation.

Helping and guiding the development of tooling used to troubleshoot and resolve issues to make NOC work more effectively.

Develop key dashboards for transparency of reporting uptime and other metrics as identified.

Requirements:

A minimum of 2 years’ experience working in a NOC team offering 24/7 critical support. 

Excellent troubleshooting and creative problem-solving abilities.

Background in Linux administration.

Good networking understanding (TCP/IP, DNS, routing, firewalls, etc.).

Good understanding of technologies such as Apache, Nginx, Databases, DNS servers, etc.

Experience with supporting Cloud-based applications – we use Amazon Web Services (AWS).

Experience in using monitoring systems and investigating issues at a log level – we use Datadog.

Experience coordinating and collaborating with multiple teams such as Helpdesk & SRE.

Excellent communication and interpersonal skills.

Ability to offer flexibility during peak times and critical projects for changing shift patterns.

Experience in creating technical documentation and reports. 

Readiness to offer training to colleagues when needed.

Advantageous:

Experience with Datadog Monitoring and Incident Management is a plus.

Experience maintaining continuous integration and delivery pipelines with tools such as Jenkins and CircleCI.

Scripting/programming knowledge of at least Unix shell scripting.

Background in Windows Administration.

Experience with Postgres.

Experience with Kubernetes.

Moonspin is committed to transformation and redressing of past inequalities. Our employment equity goals will be taken into account in our selection process.