Tier 3 IT Support & NOC Engineer- Kenya

We are looking for a highly skilled Tier 3 IT Support & NOC Engineer with strong experience in networking infrastructure monitoring and advanced troubleshooting to resolve complex technical incidents and serve as a key escalation point for Tier 1 and Tier 2 support teams.

This role combines Network Operations IT Support Systems Administration and Security with a strong focus on ensuring the availability stability performance and security of critical IT environments.

As a Tier 3 IT Support & NOC Engineer you will be responsible for diagnosing and resolving high-impact technical incidents monitoring infrastructure performing Root Cause Analysis (RCA) implementing network changes and driving continuous improvement across client environments.

You will work with technologies including Microsoft 365 Azure/Entra ID Active Directory Windows/macOS firewalls VPNs SD-WAN network monitoring platforms and automation tools while collaborating with technical teams vendors and field technicians.

• Monitor infrastructure using SolarWinds PRTG Nagios Zabbix Cosmos and other monitoring platforms.
  
• Diagnose and resolve complex network infrastructure system and connectivity issues.
  
• Serve as the primary technical escalation point for Tier 1 and Tier 2 support teams.
  
• Perform advanced troubleshooting and Root Cause Analysis (RCA).
  
• Troubleshoot LAN WAN MPLS SD-WAN and wireless networks.
  
• Diagnose routing and switching issues involving BGP OSPF EIGRP and STP.
  
• Configure and manage routers switches firewalls VLANs VPNs wireless controllers and load balancers.
  
• Analyze network traffic and packets using Wireshark and tcpdump.
  
• Resolve issues involving DNS DHCP NAT VoIP and QoS.
  
• Support and manage Windows macOS Active Directory Azure/Entra ID and Microsoft 365 environments.
  
• Support automation initiatives using PowerShell and RMM tools.
  
• Perform firmware upgrades patching and configuration changes.
  
• Monitor security events logs and SIEM/EDR alerts.
  
• Coordinate technical escalations with vendors specialized teams and field technicians.
  
• Create and maintain technical documentation network diagrams SOPs and incident reports.
  
• Participate in Disaster Recovery security capacity planning and continuous improvement initiatives.
  

• 2 years of experience in Network Operations NOC Infrastructure Support or similar technical roles.
  
• Strong hands-on experience with advanced network and infrastructure troubleshooting.
  
• Strong knowledge of TCP/IP VLANs QoS DNS DHCP and NAT.
  
• Experience with routing and switching protocols including BGP OSPF EIGRP and STP.
  
• Experience with Cisco Ruckus Aruba/HP and/or Meraki technologies.
  
• Experience with firewalls such as Cisco ASA Fortinet and/or WatchGuard.
  
• Experience with monitoring platforms such as SolarWinds PRTG Nagios or Zabbix.
  
• Knowledge of VPN SD-WAN LAN/WAN and wireless networking.
  
• Experience with Windows macOS Active Directory Azure/Entra ID and Microsoft 365.
  
• Experience with incident management technical escalations and Root Cause Analysis.
  
• Ability to work within a 24/7 operations environment and provide on-call support when required.
  
• Bachelors degree in Computer Science Information Technology or a related field or equivalent professional experience.
  

• Previous experience working in an MSP environment.
  
• Experience with PowerShell and RMM tools.
  
• Knowledge of SIEM EDR and network security.
  
• Experience with Property Management Systems (PMS) or hospitality technology.
  
• Experience coordinating field technicians and third-party vendors.
  
• Certifications such as CCNA CCNP Aruba Ruckus Meraki CompTIA Network CWNA or Fortinet NSE.