NOC Support Engineer

About Reflex

Established in 2000 in South Africa, Reflex has evolved from modest origins to become a distinguished provider of Information and Communication Technology (ICT) solutions. We specialise in delivering innovative ICT solutions across various industries, earning a sterling reputation for our excellence in the retail sector and beyond. With a robust network of partnerships, we pride ourselves on our ability to swiftly address the technological needs of our clients.

Our portfolio of ICT solutions spans various industries. Reflex Carrier understands what is needed to build, manage, and operate complex backbone networks simply. Our solutions are tailored for Fibre Network Operators (FNO), Internet Service Providers (ISPs), and those looking for comprehensive Managed Connectivity solutions.

On the other hand, our Enterprise Solutions take the complexity out of technology, allowing you to focus on what you do best. We provide seamless, high-performance solutions for connectivity, communications, workplace management, cloud, and cybersecurity services.

Together, both divisions reflect our core values of expertise, clarity, and client-centricity. We take pride in being large enough to offer extensive support while remaining small enough to provide personalised service. At Reflex, our clients are at the centre of everything we do, and we’re committed to delivering reliable, jargon-free solutions that drive your success.

About the role

A NOC Support Engineer plays a key role in identifying and resolving network-related issues within an organization. The role involves troubleshooting hardware, software, and connectivity problems, collaborating with senior engineers, and learning to analyze and resolve technical challenges.

Key duties and responsibilities:

Troubleshooting Support:

Respond to and resolve network issues reported by end-users or escalated by support teams.

Learn and apply troubleshooting techniques for hardware, software, and network connectivity.

Incident Response:

Assist in the timely resolution of incidents, minimizing downtime and impact on operations.

Collaborate with team members to escalate issues as needed.

Documentation:

Maintain accurate records of troubleshooting activities, including steps taken and solutions applied.

Contribute to the knowledge base by documenting common issues and resolutions.

Collaboration:

Work closely with other team members, including senior engineers, to learn and share knowledge.

Participate in team discussions to understand and resolve complex issues.

Learning and Development:

Actively participate in training sessions to enhance technical skills.

Stay updated on industry best practices and emerging technologies.

Network Monitoring:

Learn to use network monitoring tools to identify and address performance issues.

Assist in the analysis of network performance metrics.

Customer Support:

Provide support to end-users, helping them with basic network-related queries and issues.

Develop effective communication skills for interacting with end-users.

Automation Assistance:

Learn about automation tools and assist in basic automation tasks.

Contribute ideas for streamlining troubleshooting processes through automation.

Education, Experience and Skills:

Diploma / associate degree or equivalent in Information Technology, Computer Science, or a related field, Telecommunications or N6 National Diploma for technicians

Relevant networking certifications required:

N+

HCIA and/or CCNA

Microsoft certified solutions associate (MCSA)

ITIL Foundation

Minimum 3-5 years’ work experience in NOC Role at an advanced level

Experience with network monitoring and diagnostic tools.

Proficiency in troubleshooting hardware, software, and network-related problems.

Basic Troubleshooting skills and the ability to diagnose/resolve network system problems.

Knowledge and working experience in below advantageous:

IP Connectivity

Understand communication protocols (e.g. VLANS, Spanning Tree, ERPS, Routing)

Basic Router and Switch Configuration Knowledge

Basic troubleshooting procedures

Basic Interior Gateway Protocol standards (OSPF; ISIS; BGP)

Network management tools and techniques (PRTG, Libre NMS, Netbox, NCE, u2000)

Structured cabling; Cable Management

Network Security

Network Backups

Fibre experience and knowledge will be an advantage.

GPON

Active Ethernet

Excellent verbal and written communication skills.

A responsible individual who adopts a results drive approach.

Willingness to learn and adapt communication styles for different audiences.

Ability to analyze information and follow logical troubleshooting steps.

Ability to work well under pressure.

Positive attitude and a passion for the role.

Strong analytical and problem-solving skills.

Ability to work well within a team environment.

Eagerness to learn from experienced team members.

Ability to adapt to changing priorities and technologies.

Openness to learning new tools and techniques.

Willingness to work in shifts and participate in on-call rotations as needed.

Valid driver’s license and own transport (essential)