NOC Tier 2 Engineer - National

Frogfoot is in search of a NOC Tier 2 Engineer to join our NOC Team in Operations.

Purpose of the Role

This role is ideal for someone who thrives in a This role is perfect for someone who thrives in a fast-paced, high-energy technical environment and enjoys solving complex networking problems while delivering an exceptional customer experience.

The NOC Tier 2 Engineer is responsible for providing advanced technical support across Fibre and Networking environments, acting as an escalation point for internal teams, and ensuring incidents are resolved efficiently and professionally in line with SLA commitments.

You will work closely with customers, vendors, internal technical teams, and operational stakeholders to troubleshoot incidents, identify root causes, and maintain service stability across the network.

This role plays a key part in ensuring service reliability, customer satisfaction, knowledge sharing, and operational excellence within the NOC environment.

This is a 24/7 operational role that includes standby duties and after-hours support when required.

Key Responsibilities

Technical Support and Incident Management

• Provide advanced (Tier 2) technical support for network and fibre incidents.
• Identify, prioritise, troubleshoot, and resolve incidents.
• Take end-to-end ownership of customer issues through to resolution.
• Provide remote support to field engineers and customers.
• Maintain incident handling in line with NOC processes, policies, and SLAs.
• Ensure timely escalation of incidents when required.

Escalation and Collaboration

• Act as an escalation point for internal support teams.
• Liaise with vendors and internal departments to resolve complex faults.
• Coordinate troubleshooting efforts across teams.
• Drive first-call resolution improvement across NOC tiers.

Documentation, Reporting, and Continuous Improvement

• Maintain accurate ticket updates and change logs.
• Create and update technical documentation.
• Assist with:
  • SLA reporting
  • Trend analysis
  • Root Cause Analysis (RCA)
  • Contribute to process improvement initiatives

Training and Knowledge Sharing

• Provide guidance and mentoring to junior engineers.
• Assist with onboarding and technical training.
• Support the development of internal training material.
• Contribute to building the NOC knowledge base.

What You’ll Need to Know

Education and Certifications

• Matric (Grade 12) — Essential
• Cisco CCNA — Essential

Advantageous:

• Mikrotik MTCNA
• Juniper JNCIA-Junos

Experience

• 2+ years IT / Network technical support experience
• 1+ year telecommunications experience
• 1+ year fibre networking experience
• Experience in a customer-facing technical support environment
• Contact centre support exposure

Technical Knowledge

Working knowledge of:

• Fibre networks (PON, AE, OTN, CWDM)
• VLANs, VPLS, EVPN
• MPLS and Metro Ethernet
• LAN and WAN technologies
• IP addressing and subnetting (IPv4 & IPv6)
• Routing protocols (OSPF)
• DHCP and PPPoE
• Mikrotik and Juniper routers
• Ciena and Extreme switches
• Network troubleshooting tools (traceroute, mtr, ping, iperf, nslookup, Wireshark)
• Monitoring systems such as Iris
• Microsoft Office applications