Network Operations Centre (NOC) Engineer

GOLDTECH RESOURCES PTE LTD; Singapore; On-site; SGD 50,000 - 70,000; Full time

Job summary

GOLDTECH RESOURCES PTE LTD is seeking a proactive Network Operations Centre Engineer to support 24x7 managed services. You will be the first point of contact for clients and vendors, monitoring alerts, logging incidents, and ensuring timely resolution per SLAs.

The ideal candidate has a disciplined, client-focused approach and works well within structured processes in a high-availability environment, with ITIL and CompTIA A+ certifications as stated requirements.

Qualifications

• Familiarity with ITIL concepts and service management practices.
• Technical diploma or equivalent in IT or related discipline.
• ITIL v4 Foundation certification is mandatory.
• CompTIA A+ certification is required.

Responsibilities

• Receive, log, validate, and diagnose client incidents and service requests.
• Monitor alerts, mailbox queues, calls, and chat requests.
• Perform first-level troubleshooting and first-call resolution when possible.
• Escalate issues per defined escalation matrix.
• Manage tickets in line with SLAs and operate procedures.
• Provide timely status updates to clients on open incidents.
• Coordinate with resolver groups and internal teams to meet timelines.
• Identify gaps in knowledge articles and SOPs for improvements.
• Maintain documentation accuracy within service management tools.
• Maintain professional communication with clients and vendors.

Skills

Methodical troubleshooting

Strong communication

24x7 shift readiness

Judgment in escalation

Detail-oriented teamwork

Education

Technical Diploma (IT) or equivalent

ITIL v4 Foundation

CompTIA A+

Job description

Job Overview

We are seeking a proactive Network Operations Centre Engineer to support 24x7 managed services operations. This role serves as the first point of contact for clients and vendors, responsible for monitoring alerts, managing service tickets, and ensuring timely incident resolution in accordance with agreed service levels.

The ideal candidate is disciplined, client-focused, and confident in working within structured processes in a high-availability environment.

Key Responsibilities

Incident & Ticket Management

• Receive, log, validate, and diagnose client incidents and service requests
• Monitor alerts, mailbox queues, calls, and chat requests
• Perform first-level troubleshooting and provide first-call resolution where possible
• Escalate issues appropriately based on defined escalation matrix

Service Delivery & SLA Management

• Manage tickets in line with established SLAs and operating procedures
• Provide timely status updates to clients on open incidents
• Coordinate with resolver groups and internal teams to ensure resolution timelines are met

Process & Continuous Improvement

• Identify gaps in knowledge articles, SOPs, and workflows
• Recommend improvements to enhance operational efficiency
• Maintain documentation accuracy within service management tools

Client Engagement

• Maintain professional communication with clients and vendors
• Ensure high levels of service quality and customer satisfaction

Requirements

Technical Knowledge

• Familiarity with ITIL concepts and service management practices
• Basic understanding of networking technologies such as WAN, LAN, WLAN
• Exposure to Security, Cloud, Collaboration, or Video Conferencing technologies is advantageous

Skills & Attributes

• Methodical and structured approach to troubleshooting
• Strong communication skills, both verbal and written
• Able to work in a 24x7 shift roster environment
• Good judgment in issue escalation
• Detail-oriented and customer-focused team player

Qualifications

• Technical Diploma or equivalent qualification in IT or related discipline
• ITIL v4 Foundation certification mandatory
• CompTIA A+ certification required

Experience

• Prior experience in a NOC, helpdesk, or technology call center environment preferred