NOC Engineer

Diagnose and resolve complex network and customer issues across all company products and services, using a variety of monitoring tools.

Perform remote troubleshooting sessions to resolve network issues efficiently.

Plan, process, manage and implement network changes prescribed by Megaport Engineering and third party suppliers.

Provide advanced technical solutions and ensure the timely resolution of escalated tickets and alerts.

Identify recurring issues and contribute to root cause analysis and long-term preventive solutions.

Escalate cases to the Level 3 engineering team when necessary, ensuring smooth handover and communication.

Provide escalation support for Technical Support Engineers and other internal business units, ensuring customer issues are responded to quickly and accurately.

Collaborate with Technical Support Engineers and key business units to ensure high level customer service, including the provision of accurate and detailed information.

Proactively communicate incidents to internal and external stakeholders, including direct contact with customers/end users.

Collaborate closely with global teams to ensure seamless support across regions and organisation-wide integration.

Collaborate with vendors, suppliers, and internal teams to resolve complex network issues.

Contribute to projects alongside technical responsibilities, ensuring smooth collaboration and project execution.

Ensure team coverage during staffing shortages and rotate through scheduled shifts to maintain continuous global support.

Contribute to internal knowledge management by maintaining and improving documentation.

Support continuous learning and team development by sharing insights, training materials, and innovative troubleshooting techniques.

Deep understanding of network infrastructure, including IP configurations, VLANs, MAC address management, switching, routing, and optical networking.

Hands-on experience with a variety of network equipment (e.g., Cisco, Juniper, Nokia, OpenGear and similar platforms).

Strong proficiency with networking protocols such as MPLS, OSPF, BGP, and other advanced routing protocols.

Proven experience in logical troubleshooting and resolving complex networking issues (minimum of 5 years).

Proficiency with relevant software tools and systems used in technical support and network operations.

Degree in IT, Networking, or a related field; networking certifications (e.g., CCNA, CCNP) are desirable, however not essential.

Exceptional ability to assess, prioritise, and resolve customer issues efficiently while maintaining clear and professional communication.

Strong customer service orientation with a focus on understanding customer needs and delivering effective solutions.

Proven ability to monitor services proactively, detect anomalies, and take corrective action to maintain stability and reliability.

Excellent written and verbal communication skills in English.

Ability to collaborate effectively with global teams while also working independently when required.

Team-oriented mindset with a focus on cooperation, mutual support, and shared success.

Strong interpersonal skills to build positive relationships with customers and colleagues across regions.

Detail-oriented, organised, and committed to delivering high-quality results.

Self-motivated and proactive, with the ability to thrive in a dynamic, fast-paced technical environment.

Eager to learn, adapt, and contribute to continuous improvement and innovation within the support organisation