NOC L1 Engineer

Role Summary

Specializes in providing assistance to field engineers, technicians, and product support in diagnosing, troubleshooting, repairing and debugging complex systems (e.g., electro/mechanical equipment, computer, complex software, or networked and wireless systems).

Key Responsibilities

• Raising tickets on behalf of customers
• Handle communication with customers in cases of emergencies
• Handle communication with internal stake holders for handling emergencies
• Monitor of customer sites based on the inputs received from Operations team members
• Communicating with customers to establish details of problems/requirements
• Working with other teams in the company to resolve technical problems
• Updating the call tracking system, providing status updates and action plans, providing customer resolution reports for issues
• TAC is a 24/7 service. There will be 3 shifts including a night shift. The engineer will be required to work in shifts as allocated by the shift leads

Job Requirements

• Methodical problem-solving skills
• Good verbal and written communication skills, both face to face and remotely with people for whom English is not their first language
• Able to assimilate technical information quickly and apply it to a given situation
• Able to work to job standards and process requirements and drive for quality
• Ability to work individually with little supervision, but flag up issues promptly
• Pays attention to detail and owns issues to completion
• Shows initiative and is able to make appropriate decisions
• Commitment to achieve the required goals
• Can produce thorough and accurate technical documentation
• Adaptable and flexible – a “can do” attitude
• Team worker
• Able to build relationships with customers, identifying and focussing on their needs
• A good awareness of other cultures
• Works well under pressure
• Self-motivated

Demonstrates a professional manner