Position
The NOC Engineer (24×7 Shift) is a full-time shift role and will be part of the existing BW-Digital NOC team.
Location
Based in our office in Sydney, Australia.
Overview
This dual-role position combines the responsibilities of a Network Operations Centre (NOC) Engineer and a Cable Landing Station Smart Hands role within a 24×7 operations model. The successful candidate will be responsible for providing continuous monitoring and support of the network and customer connectivity services, along with hands-on technical assistance within the Cable Landing Station (CLS) environment.
The position plays a key role in ensuring the reliability, uptime, and performance of both infrastructure and customer-facing services. While the role involves working closely with the on-site CLS manager, it is not primarily responsible for facilities management (e.g., electrical, HVAC, structural). A basic understanding of such systems is preferred for coordination purposes.
Key Responsibilities
The NOC Engineer has the following key responsibilities:
Network Operations Centre (NOC) Responsibilities
- Monitor networks and services (via multiple network management systems / system logs) and initiate internal response to outages or incidents in a 24/7 operation to guarantee high availability and maintain acceptable service levels
- Provide a 24/7 technical hotline service (by phone, email and ticketing systems) to customers, internal employees, 3rd Parties and subcontractors
- Act as first and second-level technical support for incidents and service requests from customers, internal teams, third parties, and vendors.
- Perform basic troubleshooting and escalate complex issues related to routers, switches, transmission gear (DWDM/SDH), servers, and facility-integrated systems.
- Support provisioning, service turn-ups, and delivery coordination with Provisioning, Service Delivery, IT, and Project teams.
- Liaise with third-party vendors, carriers, and internal stakeholders for service assurance and incident resolution.
- Document incidents, shift reports, and maintain accurate ticket logs in the ITSM system and participate in regular knowledge updates, process reviews, and internal training.
Cable Landing Station Smart Hands Responsibilities
Provide on-site technical assistance as per Smart Hands protocols, including:
- Hardware Installation & Replacement: Rack/stack servers, install interface cards, replace memory, power supplies, and network modules.
- Cabling Services: Assemble, install, and maintain structured cabling (copper/fibre), patch panel pre-wiring, cable tracing, and labelling.
- Troubleshooting & Diagnostics: Perform physical diagnostics under remote direction; assist in resolving hardware or connectivity issues.
- Remote Support Execution: Follow remote instructions for configuration assistance, power cycles, resets, and log collection.
- Inventory & Audit: Tag and log equipment, take serial numbers/photos, update asset management systems, and support regular audits.
- Testing: Test carrier circuits and assist in loopback or link validation processes.
- Physical Tasks: Move/relocate equipment, unpack/install new hardware, and ensure workspace cleanliness.
- Verification: Conduct visual inspections, confirm cabling integrity and proper device status LEDs.
- Firewall & Software Tasks: Assist with physical firewall deployment and patching/software updates under IT guidance.
- Logistics Support: Coordinate shipment/receiving of hardware, confirm delivery, and assist with packaging or disposal where required.
- Support cross-connect installations and ensure all cabling and hardware align with design standards and customer requirements.
- Escort customer engineers and third-party technicians as per data centre security and access policies.
- Update service tickets and document work according to SLAs, SOPs, and audit requirements.
- Notify facility management teams of physical or environmental irregularities (e.g., excessive heat, cable obstructions), while maintaining separation from direct facility maintenance.
Required Qualifications & Experience
- Diploma or Degree in Telecommunications, Information Technology, Electronics, or related field.
- At least 2+ years of relevant experience in a Network Operations Centre, telecommunications, or data centre environment.
Practical experience with:
- Network monitoring systems and alarms (e.g., Zabbix, SolarWinds, Nagios).
- IP networking and troubleshooting (e.g., Cisco, Juniper).
- Optical transmission technologies (DWDM, SDH/SONET).
- Fibre and copper cabling (installation, tracing, and testing), Structured cabling systems (TIA/EIA standards).
- Working with colocation facilities (Equinix, TM One, VADS, NTT, etc.)
- Physical layer troubleshooting and patching (ODF, MMR, rack-to-rack)
- Server and IT hardware installation and maintenance
- ITSM platforms (e.g., Jira, ServiceNow, Remedy).
- Windows and Linux operating environments.
Preferred Certifications (Not Mandatory)
- Cisco Certified Network Associate (CCNA)
- CompTIA Network+, Server+, or A+
- FOA Certified Fiber Optic Technician (CFOT) or equivalent
- Certified Data Centre Technician Professional (CDCTP)
- ITIL Foundation Certification
Key Competencies
- Strong fault isolation and problem-solving skills
- Excellent communication (spoken and written English) and documentation ability
- Ability to work independently and follow structured change procedures
- Strong sense of ownership and service accountability
- High level of attention to detail and safety awareness
- Comfortable working in high-security and customer-facing environments
- Physically fit for lifting, racking, and prolonged standing
- Willing to work rotating shifts (24×7), including weekends and public holidays
Work Environment
- Operates in a secure and temperature-controlled data centre environment.
- Requires availability for overnight shifts, weekend rotations, and on-call support.
- May require PPE use and compliance with workplace safety protocols.
- Must be able to pass required background checks for data centre access.
