Network Operations Center – Level 2 Support Engineer

White Hat Gaming; Cape Town; On-site; ZAR 300 000 - 500 000; Full time

Job summary

A leading gaming service provider in Cape Town is seeking a NOC Level 2 Support Engineer to monitor and troubleshoot incidents for their systems. The ideal candidate will have a minimum of 2 years experience in a NOC team, strong Linux and networking skills, and excellent problem-solving abilities. This position requires flexibility to work shifts and offer critical support in a dynamic environment.

Qualifications

• Minimum of 2 years of experience in a NOC team offering 24/7 critical support.
• Experience with supporting Cloud-based applications.
• Ability to offer flexibility during peak times.

Responsibilities

• Monitor dashboards for key metrics and detect incidents.
• Investigate and resolve incidents or escalate as needed.
• Collaborate with teams for incident resolution.

Skills

Troubleshooting

Problem-solving

Communication

Linux administration

Networking understanding

Cloud-based application support

Technical documentation

Tools

Datadog

AWS

Apache

Nginx

Jenkins

CircleCI

Postgres

Kubernetes

Job description

Moonspin is proud to offer industry-leading Customer Service, Risk / Fraud, and Tech Development services to our international client base.

Our expertise lies in delivering world‑class multilingual customer support 24/7, maintaining strict Risk / Fraud processes, and developing state‑of‑the‑art technological designs and features.

We hire experienced top‑talented people which enables us to offer exceptional business services while enjoying a "work hard play hard" engaged environment.

Purpose of the Role

We are seeking a NOC Level 2 Support Engineer to work in our Cape Town office, who can apply their technical skills in a fast‑paced and complex environment. The Level 2 NOC Engineer’s duties will include monitoring, diagnosing, troubleshooting, tracking, and documenting the multiple environments and day‑to‑day customer support and interactions. Strong communication skills are a particularly important requirement for this role. NOC Level 2 Support Engineers should enjoy working in a fast‑paced environment where adaptability and flexibility will be key to their success. The successful candidate will be able to work independently and within groups working in shifts to cover 24/7 coverage.

Responsibilities

• Monitor dashboards of key metrics, proactively detecting any possible incidents before they occur.
• Proactive monitoring of Slack channels for issues raised both internally and externally.
• Investigate, diagnose, troubleshoot, and resolve incidents where possible.
• Escalate incidents that require additional expertise with SRE, DBAs, Dev Support, etc., and work with them until the incident is resolved.
• Work with Incident managers and other teams in war rooms for P1 / P2 issues to restore operations as quickly as possible.
• Be involved in the root cause analysis of incidents and help with incident reports.
• Adding and updating documentation for runbooks used to help troubleshoot and resolve incidents and share knowledge with the rest of the team.
• Implement and improve processes for monitoring/alerting, systems maintenance, and escalation.
• Help and guide the development of tooling used to troubleshoot and resolve issues to make NOC work more effectively.
• Develop key dashboards for transparency of reporting uptime and other metrics as identified.

Requirements

• Minimum of 2 years of experience working in a NOC team offering 24/7 critical support.
• Excellent troubleshooting and creative problem‑solving abilities.
• Background in Linux administration.
• Good networking understanding (TCP/IP, DNS, routing, firewalls, etc.).
• Good understanding of technologies such as Apache, Nginx, databases, DNS servers, etc.
• Experience with supporting Cloud‑based applications – we use Amazon Web Services (AWS).
• Experience with monitoring systems and investigating issues at a log level – we use Datadog.
• Experience coordinating and collaborating with multiple teams such as Helpdesk & SRE.
• Excellent communication and interpersonal skills.
• Ability to offer flexibility during peak times and critical projects for changing shift patterns.
• Experience in creating technical documentation and reports.
• Readiness to offer training to colleagues when needed.

Advantageous

• Experience with Datadog monitoring and incident management is a plus.
• Experience maintaining continuous integration and delivery pipelines with tools such as Jenkins and CircleCI.
• Scripting/programming knowledge of at least Unix shell scripting.
• Background in Windows administration.
• Experience with Postgres.
• Experience with Kubernetes.

Moonspin is committed to transformation and redressing of past inequalities.

Our employment equity goals will be taken into account in our selection process.