NOC Engineer

Who we are

The Workshop is a tech company that develops intuitive software for the online gaming industry. Our motto is to move “Fearlessly Forward” together. Cooperative innovation is at the center of everything we do – from our games, new products and technologies, to how we collaborate and share inspiration with one another.

Within The Workshop, Host Co. is a managed services provider that values our customers privacy, data sovereignty and security. We offer our clients a number of products and services including Cloud (IaaS, PaaS and SaaS), co-location in our own data centres and many other ‘as a’ services. Our business is made up of diverse, highly skilled people who enable our customers and their businesses by matching the right solutions to their technology needs.

Your mission

As a Network Operations Centre Engineer, you will be responsible for monitoring, maintaining and troubleshooting the network and infrastructure components within a data centre environment spread across multiple sites. Your primary objective will be to ensure the optimal performance, availability and security of all systems and services housed in the data centre. This role requires a technical background, excellent problem-solving skills and the ability to identify, prioritize, and resolve issues as they come up while keeping the relevant stakeholders informed as needed.

What you'll do

• Proactive monitor the data centre network, servers, storage and other critical infrastructure components and support of the production and non-production environments.
• Respond promptly to system alerts, alarms, service degradation and incidents, diagnosing and resolving issues to minimize downtime.
• Develop processes and procedures, documentation as necessary to provide Service Excellence.
• Document incidents, actions taken and resolutions in a detailed and timely manner.
• Conduct routine maintenance tasks on data center hardware, including servers, switches, routers, and storage systems.
• Perform firmware and software upgrades to ensure systems are running on the latest, secure versions.
• Collaborate with other teams for scheduled maintenance activities.
• Maintain a good standard of providing information internally when it comes to ongoing issues.
• Detect, analyse and respond to systems and security incidents.
• Maintain and suggest improvements to the incident and problem processes.
• Acts as a focal point for outages until restoration.
• Maintain, escalate and update NOC related tickets.
• Collaborate with other teams, including IT, network, systems and security, to ensure seamless operation of data centre services.
• Deliver on KPI’s set internally as well as adhere to SLA’s with regards to service delivery to other departments.
• Direct contact with Service Providers and third parties.
• Using ITIL Best Practice to handle service requests, incidents and change requests.
• Create new and update existing knowledge base articles.
• Participate in a 24×7 shift rotation, with availability to work in shifts including nights and weekends.
• Provide additional shift cover when required (overtime to be paid).

What you'll bring

• Bachelor's degree in Information Technology, Computer Science or any other related fields.
• Excellent communication skills in English, needed for delivery of information both to technical and non-technical teams.
• Proven experience in a NOC or call centre environment.
• Customer Focus, with effective communication skills and the ability to work collaboratively in a team environment.
• Highly motivated, positive attitude, eager to learn new skills and technologies.
• Knowledge of standard hardware and software.
• Experience supporting IT equipment or related technology.
• Experience with monitoring tools.
• Experience working in production / non-production environments / mission-critical 24x7x365 data centre environment.
• Excellent troubleshooting and problem-solving skills.
• Proactive approach to spotting problems, areas for improvement and performance bottlenecks.
• Knowledge of networking protocols, server technologies and storage systems (preferred).
• Understanding of security best practices and compliance standards.

What's in it for you

• A friendly, inclusive and multicultural environment. We are made up of over 35 nationalities and speak almost 30 languages.
• An attractive salary and personal growth opportunities.
• Private health insurance.
• Gym membership discount.
• Self-managed learning budget.
• Employee referral bonus programme.
• In-company English lessons at different levels with native teachers.
• The possibility of enjoying your holiday period before completing the first year with us.
• The opportunity to take up to three paid volunteering days each year.
• A range of events throughout the year, including Learning Labs, Hackathons and Designathons.