NOC Technician

Role Description

– Provide 1st Level and 2nd level network and communication link infrastructure support to the World Bank engineers, HQ IT, and Country Offices (CO)
– Perform 1st and 2nd level troubleshooting of the Bank’s Local Area Network (LAN) and Global Communications networks, including all aspects of the network infrastructure (switches, routers, specialized servers), as well as communication links infrastructure (VSAT, MPLS, IPL, Internet2, etc.)
– Work and coordinate with technical support personnel, both internal and third-party vendors, to provide fast resolutions for network and communication link problems
– Take ownership of all HQ network and Global Communication Network problems
– Perform follow-up action to make sure problems are solved in a prompt and professional manner
– Escalate the problem promptly to ensure high availability of network devices that are part of the Bank’s network
– Act as a point of contact for the engineers, HQ and Country Office Information Technology staff, in case of network and communication-link problems
– Provide implementation support for Global Communication projects, including acceptance testing of links in co-operation with the Country Offices’ IT staff, vendors, and Engineers
– Connect equipment and run emergency cabling in the Data Centers and major network Communication Rooms (NCR)
– Configure switch ports, operate test equipment, and use diagnostic software to perform individual tests as well as ongoing performance testing
– Create incident ticket, provide update, and follow-up
– Write and update technical troubleshooting procedures
– Work closely with other technical professionals in a multicultural environment

Position Requirements

2+ years of experience in in the telecommunications industry and/or computer networking, wired and wireless technology

Good knowledge and understanding of LAN (wired and wireless)/WAN technology

Understanding of various network monitoring tools

Knowledge of CISCO operation system

Good knowledge of Microsoft SharePoint and Excel

Ability to diagnose and resolve technical problems independently, as well as in collaboration with a team

Excellent verbal and written communication skills

Ability to work under pressure in a busy environment, and deal sensitively in a multi-cultural environment, and build effective working relations with clients and colleagues

Excellent customer service, technical, and analytical skills

Understanding of ITIL processes

Knowledge of Remedy Incident Management system and Crystal Reports

Knowledge of Linux operating system environment

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