Tier 3 IT Support & NOC Engineer

About the role

We are looking for an experienced Tier 3 IT Support & NOC Engineer to join our Nairobi operations team. This senior‑level position handles the most complex technical escalations, ensuring the stability, performance and security of client environments across network and infrastructure services.

Key responsibilities

• Monitor and maintain network and IT infrastructure to meet availability and performance targets.
• Respond to alerts, outages and critical incidents within SLA timelines.
• Troubleshoot complex network, system and connectivity issues.
• Configure, support and maintain routers, switches, wireless controllers and firewalls.
• Escalate and coordinate with internal engineering teams and third‑party vendors.
• Administer Microsoft 365, Active Directory and Entra ID environments.
• Perform root‑cause analysis, document findings and create incident reports.
• Support LAN, WAN, VPN, SD‑WAN and wireless network designs.
• Assist with system upgrades, patches, maintenance and infrastructure improvements.
• Monitor security events, support compliance initiatives and coordinate field technicians and vendors.

Required profile

• Minimum 2 years of experience in NOC, MSP, infrastructure support or network engineering.
• Proven ability to handle escalations and critical incidents.
• Experience coordinating field technicians and external vendors.
• Relevant certifications preferred (CCNA, CCNP, Fortinet NSE, Aruba Certified Professional, Ruckus, Meraki, CompTIA Network+, CWNA).

Required skills

• Strong understanding of TCP/IP networking fundamentals.
• Routing and switching technologies, VLANs, QoS, VPNs, ACLs, SD‑WAN and MPLS.
• Hands‑on experience with Cisco, Aruba, Ruckus and Meraki equipment.
• Firewall expertise: Cisco ASA, Fortinet, WatchGuard.
• Monitoring tools: SolarWinds, PRTG, Nagios, Zabbix.
• Packet analysis tools: Wireshark, tcpdump.
• Microsoft technologies: Active Directory, Microsoft Entra ID, Microsoft 365.
• PowerShell scripting (preferred).