NOC Engineer

About the role

The NOC Engineer provides the highest level of service support in a 24 × 7 × 365 environment, focusing on monitoring, tracking, and escalating issues to meet TASC’s service level agreements. The role also manages customer queries and complaints in accordance with TASC, client, and regulatory standards.

Key responsibilities

• Monitor and respond to incoming calls, emails, and operational communications from clients following TASC NOC procedures and SLA requirements.
• Supervise passive infrastructure alarms via multi‑OSS platforms and manage the TTI Ticketing System, including automatic ticket creation, validation, dispatch, and follow‑up until restoration.
• Oversee active site outages using multi‑OSS and RMS platforms, validate affected sites, and ensure corrective work orders are executed and tickets closed.
• Obtain and document Root Cause Analysis for fault events within required timeframes and submit through the appropriate ticketing portals.
• Serve as the first point of contact between the NOC and field teams for alarm verification, site troubleshooting, preventive maintenance, and replacement projects.
• Escalate critical, prolonged, repetitive, or SLA‑impacting incidents according to the handbook escalation matrix and ensure clear shift handovers.

Required profile

• Bachelor’s degree in engineering or an equivalent qualification.
• Minimum of two years experience in a NOC technical support environment.
• Fluency in both English and Arabic, oral and written.
• Strong communication, analytical, problem‑solving, teamwork and time‑management abilities.

Required skills

• Microsoft Excel.
• TTI Ticketing System.
• OSS (Operations Support System) platforms.
• RMS (Remote Monitoring System) platforms.
• Wireless communications knowledge.
• Power system knowledge.