SG
Solvo Global
NOC Engineer/MSP Experience at Solvo Global
KenyaFull TimeMid-Senior Level
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Solvo Global
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**Job description: **
Position Overview The Tier 3 IT Support & NOC Agent serves as the highest level of technical escalation within a client environment. This role is responsible for resolving complex, high-impact issues while also providing advanced monitoring oversight, incident response leadership, and infrastructure improvement across client environments.
This position combines deep technical expertise with proactive operational responsibility, ensuring system stability, performance, and reliability. The Tier 3 Engineer plays a key role in root cause analysis, automation, monitoring strategy, and technical leadership while supporting both reactive escalations and proactive service delivery.
Key Responsibilities
Network Monitoring & Performance
Monitor infrastructure using SolarWinds, PRTG, Nagios, Zabbix, and other proprietary monitoring systems like Cosmos
Analyze performance trends, bandwidth, latency, packet loss, and KPIs
Maintain monitoring thresholds, alert policies, and SLA metrics Incident & Problem Management
Respond to alerts and outages within SLA timeframes
Perform triage, diagnosis, and manage incident lifecycle
Conduct root cause analysis and document lessons learned
Track trends and recommend preventive measures Escalation Management
Serve as primary escalation point for Tier 1 and Tier 2 support agent teams.
Escalate complex issues to Tier 4 engineers and specialized teams
Coordinate vendor support and facilitate bridge calls during major incidents
Manage communication between technical teams, management, and stakeholders Network Operations & Maintenance
Execute firmware updates, patches, and configuration changes
Configure routers, switches, firewalls, load balancers, wireless controllers
Implement VLANs, access control policies, and VPN connections
Perform change management and maintenance window activities Troubleshooting & Support
Resolve issues across LAN, WAN, MPLS, SD-WAN, wireless networks
Troubleshoot routing/switching (BGP, OSPF, EIGRP, STP)
Analyze traffic using Wireshark, tcpdump, or other
Address DNS, DHCP, firewall, NAT, and VoIP issues
Work on SSID requests, conference issues and other special requests Systems & MSP Support
Solve complex Windows/macOS issues and lead Root Cause Analysis for recurring problems.
Architect and manage Hybrid Active Directory, Azure/Entra ID, and the full Microsoft 365 suite.
Help build advanced scripts (PowerShell) and RMM workflows to automate manual tasks and monitoring.
Oversee EDR security deployments and lead disaster recovery operations.
**Security Operations & Compliance **
Monitor security event logs and SIEM alerts for potential threats or breaches
Implement and maintain network security policies and access control lists (ACLs)
Respond to security incidents and coordinate with security operations team
Perform security vulnerability assessments on network devices
Ensure compliance with organizational security standards and regulatory requirements
Maintain audit logs and documentation for compliance reporting
Participate in security incident response procedures Field Technician Coordination & Dispatch Work with field technicians and coordinate tech dispatches for:
PMS (Property Management System) troubleshooting and connectivity issues
WiFi site surveys, coverage analysis, and wireless optimization
3rd party vendor troubleshooting including video, VoIP, Conference Room Technology
Coordinate on-site troubleshooting activities and vendor escalations Documentation & Collaboration
Maintain network documentation, topology diagrams, SOPs
Create post-incident and RCA reports
Participate in capacity planning and continuous improvement initiatives
Work closely with Engineering, logistics, equipment and third party vendors as new equipment and technologies are integrated with the production network
Skills and qualifications
TCP/IP, routing protocols, VLANs, QoS
Cisco, Ruckus, Aruba/HP, Meraki routers, switches and wireless controllers
Firewalls (Cisco ASA, Fortinet, Watchguard)
Monitoring tools (SolarWinds, PRTG, Nagios, Zabbix, and other proprietary monitoring systems like Cosmos)
Wireshark, tcpdump, packet analysis
VPN, SD-WAN, load balancers, wired (ethernet and fiber) and wireless networking
Property Management Systems (PMS) and hospitality technology (preferred) Certifications
**Preferred: **
CCNA, CCNP, Ruckus Certified, Aruba Certified, Meraki Certified or other networking related certifications (CompTIA Network+, CWNA, Fortinet NSE) Experience
2+ years network operations or NOC experience
Incident management and escalation handling
Experience coordinating with field technicians and dispatch operations
Soft Skills
Strong communication and problem-solving abilities
Calm under pressure during critical incidents
Team collaboration and mentoring skills
Time management and prioritization
**Education **
Bachelor's degree in Computer Science, Information Technology, or related field, or equivalent work experience Working Conditions
Shift work required (24/7 operations)
May require on-call availability
Office-based positions, remote work options possible