We are looking for an intelligent and customer-focused NOCaaS L1 Engineer to join our exciting new team. 

Responsibilities: 

• Own and manage Cato production system uptime and functionality, this will include troubleshooting and identifying solutions to resolve various system/network issues. 
• Engage with concerned teams/persons to identify and solve an issue. 
• Engage, investigate, and follow up periodically with customers about the service status.  
• Track & monitor system status and identify both areas of concern and growth opportunities 
• Mitigate outages and system malfunctions to make sure there is no customer effect and prepare escalation by priority/urgency for Engineering team. 
• Engage with 3rd party service providers to resolve network/system issues. 
• Provide support for Cato’s customer issues related to last-mile connectivity issues. 
• Be a part of building, improving, and expanding Cato's NOC team 
• Train and Help team members to address knowledge gaps  
• Take part in ongoing projects and the onboarding process of customers. 
• Conduct Welcome calls with customers to introduce the service and assist with the onboarding process. 
• Be a focal point for Cato’s support/field Eng. by understanding the business use cases. 
• Contribute to continual service improvement by challenging, reviewing, updating, and where inexistent, creating, processing, and procedures to drive operational excellence 

Requirements: 

• Background as a Support Engineer / IT Sys Admin / NOC / Network Operations Engineer from web/network/security companies – Required
• Experience in Tier 1–2 support environments – Advantage
• Excellent oral and written communication skills in English- Required 
• Strong computer skills with an emphasis on Networking, TCP/IP, Firewalls, and proxy servers 
• Experience with ISP, DNS, DHCP, NAT, HTTP/HTTPS 
• Ability to read applicative system logs and search for relevant root causes for issues. 
• Great troubleshooting abilities and passion to dive into complicated technical problems in real production environments 
• Experience working with Cloud, SaaS (Software as a Service) technology providers 
• Familiarity with Network & security protocols and standards
• Familiarity with ticketing systems (Jira, Zendesk, ServiceNow)
• Ability to adapt and work efficiently in a rapidly changing dynamic environment with a willingness to manage multiple simultaneous projects 
• Ability to work effectively and thrive in a fast-paced environment 
• Ability to work with a globally dispersed, cross-cultural team