CORPORATE NOC ENGINEER

Zong Business Solutions; Islamabad; On-site; PKR 502,000 - 837,000; Full time

Job summary

Zong Business Solutions is seeking a NOC Support Engineer to join the shift-based corporate support team. You will detect, acknowledge, and escalate incidents on IP/MPLS links, fixed data, fixed voice, and transmission services, ensuring minimum downtime and SLA compliance.

Key requirements include a bachelor's degree in Telecommunications, CCNA or equivalent preferred, and up to 1 year of relevant experience.

Qualifications

• Bachelor’s degree in Telecommunications; CCNA or equivalent preferred.
• Up to 1 year of experience is desirable.
• Solid knowledge of incident, problem, and change management processes.

Responsibilities

• NOC shift duties for corporate clients and handling complaints.
• Pro-active monitoring of links and corporate services using NMS/EMS tools.
• Detect and acknowledge alarms, log and classify incidents, and escalate as needed.
• Basic troubleshooting of IP/MPLS links, fixed data, fixed voice, and transmission services.
• Provide real-time updates to L2/L3 teams and stakeholders.
• Maintain shift logs, daily incident reports and handover notes.
• Escalate unresolved issues within defined timelines.
• Notify customers of major outages or maintenance activities.

Skills

Incident management

Problem solving

Communication

Leadership

Team collaboration

Shift management

Reporting

Education

Bachelor's degree in Telecommunications

CCNA or equivalent (preferred)

Tools

NMS/EMS tools

Job description

Job Purpose

• Responsible for shift based corporate support, incident detection, ticket management, and first-level troubleshooting of corporate customer services. The role requires quick response to issues, proper documentation, and timely escalation to next levels to ensure minimum downtime and SLA compliance.

Job Responsibilities

• Corporate NOC shift work for corporate clients complaint's handling.
• Pro-active monitoring of links, and corporate customer services using NMS/EMS tools.
• Detect and acknowledge alarms, open tickets for incidents, and ensure proper classification (severity/priority).
• Perform basic troubleshooting of IP/MPLS links, Fixed data, Fixed voice and transmission services.
• Validate customer complaints using ping, traceroute, interface status, and NMS tools.
• Identify physical vs logical/network issues and escalates accordingly.
• Log and update incidents in ticketing system.
• Provide real-time updates to L2 team, field teams, and relevant stakeholders.
• Follow up on open cases to ensure timely resolution.
• Escalate unresolved/complex issues to L2/L3 engineers within defined timelines.
• Notify customers proactively in case of major outages or maintenance activities.
• Maintain shift logs for all incidents, escalations, and follow-ups.
• Generate daily incident reports and shift handover notes.

Eligibility Criteria (Education, Knowledge, Experience and Skills):

Education:

• In principle to have minimum bachelor’s degree in Telecommunications.
• Certifications (Preferred): CCNA or equivalent

Work Experience

• Should have preferably up to 1 year of experience.

Skills - Generic:

• Understanding of incident, problem, and change management processes.
• Strong leadership and team management skills.
• Excellent analytical, communication, and reporting skills.
• Strong problem-solving and analytical skills.
• Good communication skills (verbal & written).
• Ability to work in 24/7 shift environment under pressure.
• Team player with a proactive approach.
• Quality of shift handovers and reporting.

Skills - Job Specific:

• Basic knowledge of IP networking (IP addressing, routing, VLANs, OSPF/BGP fundamentals).
• Understanding of MPLS concepts (labels, VRFs, VPN basics).
• Familiarity with transmission (PTN, DWDM, SDH, OTN) is a plus.
• Experience with network monitoring tools and network troubleshooting methodologies.