Frogfoot is in search of a NOC Tier 3 Engineer to join the NOC Department. 

The NOC Tier 3 Engineer will play a critical role in ensuring the stability and performance of the network at Frogfoot. This role focuses on providing advanced (3rd level) technical support for complex network incidents, proactively identifying risks, and ensuring efficient fault resolution. The engineer also supports technicians and subcontractors remotely while maintaining accurate documentation and reporting on all network-related activities.

Key Responsibilities

• Take ownership of Tier-3 support requests and drive them through to resolution within SLA targets.
• Perform advanced troubleshooting on network incidents and outages.
• Proactively monitor network performance to identify risks and vulnerabilities.
• Develop and implement resolution work plans for faults.
• Escalate complex issues to Tier-4 when required, while maintaining ownership of the incident.
• Support onsite technicians and third-party subcontractors with remote troubleshooting.
• Ensure accurate and consistent ticket updates and documentation.
• Conduct root cause analysis and compile detailed reports on faults and resolutions.
• Track performance metrics such as Mean-Time-To-Resolve (MTTR).
• Participate in standby rotations and shift schedules.
• Contribute to continuous improvement through proactive health checks and reporting recurring issues.
• Assist in training and upskilling lower-level support teams.
• Participate in meetings, client engagements, and network improvement initiatives.

What You’ll Need to Know

• Strong understanding of Layer 2 and Layer 3 networking (OSI Model).
• Hands-on experience with routing and switching protocols (e.g., VLAN, BGP, OSPF, MPLS, VPLS, EVPN).
• Fibre testing methodologies such as OTDR.
• Network performance testing tools and metrics (throughput, latency, bandwidth, frame loss).
• Familiarity with Linux systems and monitoring tools.
• Knowledge of NOC environments, workflows, KPIs, and SLA management.
• Understanding of network architecture and telecommunications environments.

Skills That Will Help You Succeed

• Strong problem-solving and diagnostic ability in complex network environments.
• Ability to work effectively under pressure and meet strict deadlines.
• Excellent communication skills (both written and verbal).
• Strong attention to detail and analytical thinking.
• Ability to clearly present technical information and work plans.
• Customer-focused mindset when handling service requests.
• Ability to learn quickly through observation, investigation, and hands-on experience.
• Strong teamwork and interpersonal skills.

Qualifications & Experience

• Education:
  • Matric (essential).
  • CompTIA Network+, CCNP or equivalent certification (essential).
  • IT or Telecommunications-related diploma (advantageous).
• Experience:
  • 3–5 years’ experience in an IT or Telecommunications environment.
  • Minimum of 2 years’ experience in a NOC support role.

Qualities We Value at Frogfoot

• Accountability and ownership of tasks from start to finish.
• A proactive and solution-driven approach to problem-solving.
• Willingness to continuously learn and upskill.
• Collaboration and knowledge-sharing within the team.
• Reliability and commitment to meeting operational targets.
• Adaptability in a fast-paced, high-pressure environment.
• A strong sense of responsibility toward customer service and network performance.