ANNEXURE A: SYSTEMS ENGINEER - NOC
Your main duties will involve but not necessarily be limited to the following responsibilities:

Key Responsibilities:
•NOC Operations and Monitoring:
o Proactive monitoring of client infrastructure, applications, and security systems using N-Central and PRTG.
o Ensure the timely and accurate processing of alerts, adhering to defined escalation paths and SLAs.
o Refine monitoring thresholds, rules, and dashboards within N-Central and PRTG to optimize alert accuracy and reduce noise.
o Collaborate with other technical teams to implement and improve monitoring strategies for new and existing client environments.
o Analyse alert trends and identify potential underlying issues or recurring problems, contributing to proactive problem management.

Incident Management and Response:
o Lead the initial triage and troubleshooting of alerts, providing first-level support and gathering critical diagnostic information.
o Coordinate with other technical teams (e.g., Service Desk, Engineering) for efficient incident resolution and escalation when necessary.
o Maintain accurate and detailed records of all alerts, incidents, and remediation steps within our ticketing system.
o Contribute to the development and maintenance of knowledge base articles and troubleshooting guides for common issues.

• Reporting and Communication:
o Generate regular reports on NOC performance, alert trends, and SLA adherence.
o Communicate effectively with internal teams and, when necessary, clients regarding the status of critical incidents and planned maintenance.
o Participate in regular service review meetings, providing insights into the health and performance of client environments.

•Essential skills and experience:
o Minimum 2 years’ overall experience in IT MSP Environment in a NOC role.
o Experience with Windows 2012 R2 / 2016 / 2019/ 2022
o Experience with Active Directory, DNS, DHCP, IIS, PKI etc.
o Experience with VMware vSphere 6.5 or above
o Experience with Hyper-V 2012 or above
o Fundamental understanding of mass storage like SANs and NAS devices
o Fundamental understanding of VLANs, routing, firewall behavior, packet shaping etc.
o Strong communication (both written and verbally) and comfortable face to face
o Sound ITIL framework mind-set in terms of structured incident management, request management, change management, contractual scope aligned etc.
o Good knowledge of Exchange 2016 and above.

•Qualifications and Experience:
o Proven experience (typically 2+ years) working in a Network Operations Center (NOC) environment, preferably within an MSP.
o Proficiency in utilizing N-Central for remote monitoring and management.
o Strong working knowledge of PRTG for infrastructure and application monitoring.
o Familiarity with server operating systems (Windows Server, Linux) and virtualization technologies (VMware, Hyper-V).
o Experience with scripting languages (e.g., PowerShell, Python) for automation is a strong advantage.
o Excellent troubleshooting and problem-solving skills with a systematic approach.
o Strong communication (both written and verbal) and interpersonal skills.
o Ability to work effectively under pressure in a fast-paced, 24/7 environment.
o ITIL Foundation certification (or higher) is a plus.
o Relevant technical certifications (e.g., CompTIA Network+, Server+, Microsoft Certified: Azure Administrator Associate, etc.) are desirable.