Tier 3 IT Support & NOC Engineer- Kenya
- Compensation
- Not disclosed
- Location
- Nairobi, Kenya
- Work setup
- Not specified
- Seniority
- Not specified
- Employment
- Not specified
- Experience
- 2+ years
- Category
- It support
- Posted
Skills
Must have
- 2+ years of experience in Network Operations, NOC, Infrastructure Support, or similar technical roles.
- Strong hands-on experience with advanced network and infrastructure troubleshooting.
- Strong knowledge of TCP/IP, VLANs, QoS, DNS, DHCP, and NAT.
- Experience with routing and switching protocols including BGP, OSPF, EIGRP, and STP.
- Experience with Cisco, Ruckus, Aruba/HP, and/or Meraki technologies.
- Experience with firewalls such as Cisco ASA, Fortinet, and/or WatchGuard.
- Experience with monitoring platforms such as SolarWinds, PRTG, Nagios, or Zabbix.
- Knowledge of VPN, SD-WAN, LAN/WAN, and wireless networking.
- Experience with Windows, macOS, Active Directory, Azure/Entra ID, and Microsoft 365.
- Experience with incident management, technical escalations, and Root Cause Analysis.
- Ability to work within a 24/7 operations environment and provide on-call support when required.
- Bachelor's degree in Computer Science, Information Technology, or a related field, or equivalent professional experience.
Nice to have
- Previous experience working in an MSP environment.
- Experience with PowerShell and RMM tools.
- Knowledge of SIEM, EDR, and network security.
- Experience with Property Management Systems (PMS) or hospitality technology.
- Experience coordinating field technicians and third-party vendors.
- Certifications such as CCNA, CCNP, Aruba, Ruckus, Meraki, CompTIA Network+, CWNA, or Fortinet NSE.
Full description
We are looking for a highly skilled Tier 3 IT Support & NOC Engineer with strong experience in networking, infrastructure, monitoring, and advanced troubleshooting to resolve complex technical incidents and serve as a key escalation point for Tier 1 and Tier 2 support teams.
This role combines Network Operations, IT Support, Systems Administration, and Security, with a strong focus on ensuring the availability, stability, performance, and security of critical IT environments.
? Role Overview
As a Tier 3 IT Support & NOC Engineer, you will be responsible for diagnosing and resolving high-impact technical incidents, monitoring infrastructure, performing Root Cause Analysis (RCA), implementing network changes, and driving continuous improvement across client environments.
You will work with technologies including Microsoft 365, Azure/Entra ID, Active Directory, Windows/macOS, firewalls, VPNs, SD-WAN, network monitoring platforms, and automation tools, while collaborating with technical teams, vendors, and field technicians.
? Key Responsibilities
- Monitor infrastructure using SolarWinds, PRTG, Nagios, Zabbix, Cosmos, and other monitoring platforms.
- Diagnose and resolve complex network, infrastructure, system, and connectivity issues.
- Serve as the primary technical escalation point for Tier 1 and Tier 2 support teams.
- Perform advanced troubleshooting and Root Cause Analysis (RCA).
- Troubleshoot LAN, WAN, MPLS, SD-WAN, and wireless networks.
- Diagnose routing and switching issues involving BGP, OSPF, EIGRP, and STP.
- Configure and manage routers, switches, firewalls, VLANs, VPNs, wireless controllers, and load balancers.
- Analyze network traffic and packets using Wireshark and tcpdump.
- Resolve issues involving DNS, DHCP, NAT, VoIP, and QoS.
- Support and manage Windows, macOS, Active Directory, Azure/Entra ID, and Microsoft 365 environments.
- Support automation initiatives using PowerShell and RMM tools.
- Perform firmware upgrades, patching, and configuration changes.
- Monitor security events, logs, and SIEM/EDR alerts.
- Coordinate technical escalations with vendors, specialized teams, and field technicians.