Tier 3 IT Support & NOC Engineer

About the role

Softgic is looking for a Tier 3 IT Support & NOC Engineer in Nairobi to resolve complex technical incidents and act as the main escalation point for Tier 1 and Tier 2 support. The role covers network operations, IT support, systems administration and security, with a focus on the availability, stability, performance and security of critical IT environments.

Key responsibilities

• Monitor infrastructure with SolarWinds, PRTG, Nagios, Zabbix, Cosmos and other platforms
• Diagnose and resolve complex network, infrastructure, system and connectivity issues
• Perform advanced troubleshooting and Root Cause Analysis (RCA)
• Troubleshoot LAN, WAN, MPLS, SD-WAN and wireless networks, and routing/switching issues (BGP, OSPF, EIGRP, STP)
• Configure routers, switches, firewalls, VLANs, VPNs, wireless controllers and load balancers
• Analyze traffic and packets with Wireshark and tcpdump; handle DNS, DHCP, NAT, VoIP and QoS issues
• Support Windows, macOS, Active Directory, Azure/Entra ID and Microsoft 365 environments
• Support automation with PowerShell and RMM tools, and perform firmware upgrades, patching and configuration changes
• Monitor security events, logs and SIEM/EDR alerts
• Coordinate escalations with vendors, teams and field technicians, and maintain technical documentation, network diagrams, SOPs and incident reports
• Take part in disaster recovery, security, capacity planning and continuous improvement

Required profile

• 2+ years in Network Operations, NOC, Infrastructure Support or similar roles
• Bachelor's degree in Computer Science, Information Technology or a related field, or equivalent experience
• Ability to work in a 24/7 environment and provide on-call support
• Preferred: MSP experience, SIEM/EDR knowledge, field technician coordination, and certifications such as CCNA, CCNP, CWNA or Fortinet NSE

Required skills

• Advanced network troubleshooting and TCP/IP, VLANs, QoS, DNS, DHCP, NAT
• Cisco, Ruckus, Aruba/HP, Meraki and firewall technologies (Cisco ASA, Fortinet, WatchGuard)
• SolarWinds, PRTG, Nagios or Zabbix
• Windows, macOS, Active Directory, Azure/Entra ID, Microsoft 365
• Incident management, RCA and incident reporting