NOC Engineering Internship

WIOCC are hiring a NOC Engineer Intern based in Nairobi, Kenya.

The ideal candidate will be responsible for providing first-level support to clients, resolving incidents, identifying problems through proactive monitoring and managing planned engineering works. They will be expected to act as the client’s champion, ensuring high levels of satisfaction and delivering an excellent client experience.

The WIOCC Group is Africa’s leading wholesale provider of carrier-scale digital infrastructure and managed network services. Operating exclusively as a “carriers’ carrier,” they build and manage the core subsea, terrestrial, and data center ecosystems that power the continent’s connectivity for major telcos, hyperscalers, and cloud operators.

Reporting Line: NOC Team Leader

Key Duties and Responsibilities

• Interface with clients for service assurance and service delivery queries, achieving high levels of client satisfaction
• Proactively monitor alarm management systems for events, create, own and manage trouble tickets for successful incident resolution
• Interface with suppliers to resolve incidents
• Provide incident management support; trouble shooting and resolving all technical incidents at first level
• Ensure all service tickets on NetSuite have correct closure data
• Assist with planned engineering works, including service impact analysis and client’s notifications
• Identify service concerns, issues, challenges and escalate to TAC and Management
• Maintain accurate records, assist with auditing and data cleaning as required
• Assist Field Engineers as required (installation, patching, troubleshooting, testing, inventory)
• Assist with creation of ad hoc reports as needed
• Assist other departments and perform various projects as required

Minimum Qualifications

• Bachelor’s degree in Engineering or IT
• Professional certifications – CCNA/JNCIA, ITIL, MEF

Experience and Skills

• Relevant internship experience preferrably in telecom industry
• Basic knowledge of various technology platforms in transport (SDH, DWDM, OTN) and data (BGP, Ethernet, IP/MPLS)
• Basic knowledge of monitoring systems e.g PRTG, NMS, OMS, Cacti etc
• Effective written and verbal communication skills
• Excellent communications and soft skills, including ability to listen to and summarise and concisely share key information with clients

Attributes

• Integrity, honesty with high ethical standards
• Client focused, relationship builder
• Boundless, passionate, and flexible
• Personal excellence, accuracy, and attention to detail
• Collaborative, achieve results through teamwork and partnership
• Demonstrate ability to manage multiple priorities and solve problems in a fast-paced environment
• Strong analytical skills and ability to collate and interpret data from various sources
• Willing to work on a 24/7 shift including nights, weekends and public holidays / on-call as required