Network Operations Center – Level 2 Support Engineer

Moonspin; Cape Town; Sur place; ZAR 350 000 - 520 000; Plein temps

Résumé du poste

Moonspin in Cape Town is seeking a NOC Level 2 Support Engineer to monitor, diagnose, troubleshoot, and document incidents across environments while delivering 24/7 customer support services.

Ideal candidates have at least 1 year in a NOC, strong Linux administration skills, and experience with Apache, Nginx, DNS, and AWS. You will collaborate with SRE, Dev Support, and DBA teams to restore operations quickly and document runbooks.

Qualifications

• Minimum 1 year experience in a 24/7 NOC.
• Excellent troubleshooting and problem-solving abilities.
• Background in Linux administration.
• Knowledge of Apache, Nginx, DNS and databases.
• Experience with AWS cloud-based applications.
• Experience using Datadog for monitoring and logs.
• Strong communication and collaboration across teams.
• Willingness to adapt to shift patterns for 24/7 coverage.
• Experience creating technical documentation and runbooks.

Responsabilités

• Monitor dashboards and proactively detect incidents.
• Investigate, diagnose, and resolve incidents where possible.
• Escalate to SRE/DBA/Dev Support as needed and coordinate until resolution.
• Participate in war rooms for P1/P2 incidents to restore ops quickly.
• Contribute to root cause analyses and incident reports.
• Update and create runbooks and knowledge base articles.
• Improve monitoring/alerting and maintenance processes.
• Develop tooling to aid troubleshooting.
• Create dashboards for uptime reporting.

Connaissances

Troubleshooting

Linux admin

Communication

AWS

Datadog

Outils

Nginx

Apache

PostgreSQL

DNS

Description du poste

Network Operations Center - Level 2 Support Engineer

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, DBA’s, Dev Support, etc, and work with them until the incident is resolved.
• Working with Incident managers and other teams in war rooms for P1/2 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.
• Helping and guiding 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:

• A minimum of 1 year experience working in a NOC team offering 24/7 critical support.
• Excellent troubleshooting and creative problem-solving abilities.
• Background in Linux administration.
• 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 in using 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 the transformation and redressing of past inequalities. Our employment equity goals will be considered in our selection process.

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