Kuala Lumpur, Malaysia

As a NOC Engineer, you will be essential to ensuring that the IT infrastructure for AirIT and its clients is reliable, monitored, maintained and set up according to industry best practices.  The daily role will involve proactive and reactive work across the entire range of support devices and configurations. You will form part of a team that provides 24/7 customer support all year round including public holidays.

You will be expected to investigate call trends, report these to the Head of NOC when required and assist to develop fixes or preventative measures for known issues.  One of the team’s key aims is to reduce the number of avoidable calls logged with the service desk – you will be key in meeting this by developing proactive and automated scripts to deal with specific issues.

The NOC is a fast paced environment, critical thinking is key and part of your role will be to ensure that updates are installed at regular intervals on internal infrastructure.

You will ensure that documentation of client sites, including topologies are kept accurate to allow engineers to provide rapid analysis and resolutions. Working closely with the Head of NOC and NOC Analysts you will ensure that the backup and monitoring is set up on each system and will monitor these systems and provide fixes along with writing knowledge base articles to share problem solutions.

Key Responsibilities:

  • Triaging and prioritising incoming NOC tickets and notifications tickets (including alerts generated by monitoring systems such as backups, network, servers and any other systems)
  • Taking ownership of tickets, seeing them through to resolution or escalating where appropriate
  • Coordinating with third-party vendors, customer contacts, or internal departments on NOC tickets
  • Monitor the performance and capability of computer systems using diversified tools, including but not limited to Windows Server Administration Tools including Hyper-V, SolarWinds N-central, PRTG Auvik, Azure and VMWare
  • Maximize network availability by monitoring performance and troubleshooting network degradation and outages
  • Ensure backups are correctly set up and monitored
  • Assist in weekly/monthly patching schedules
  • Ensure critical and security updates are installed at regular intervals
  • Maintain a library of Knowledge Base articles for known issues and best practices

Personal/Technical Specification:

  • Excellent written and spoken English and Malay
  • Previous experience in a NOC or Service Desk Analyst role is essential
  • Good working experience with Windows Server
  • Knowledge and experience of firewalls, switches and routers
  • Experience with SolarWinds N-Central, Veeam, PRTG, NetApp, and ConnectWise is highly beneficial
  • Experience of working with Microsoft Azure would be desirable
  • Experience if ITIL processes would be desirable
  • Must be willing to take qualifications through self-study and formal training in conjunction with support from the company

Employee Benefits:

  • Free wellbeing services and health benefits
  • Variety of offers and discounts via Paycare
  • 28 days holiday (including bank holidays) + an additional holiday each year of service