Noc Engineer

Company Description
**About MyRepublic**:
Our purpose at MyRepublic is to transform people’s lives by creating a connected world that is seamless, smart and safe, while innovating the way telcos operate.

MyRepublic is one of the fastest growing digital telco operators in Asia-Pacific. Homegrown in sunny Singapore, we have operations in Singapore, Australia and New Zealand with a defining difference. We are the world’s first telecommunications company powered by a proprietary cloud platform who has pioneered a disruptive operating model with unparalleled efficiency and customer focus.

The engine behind MyRepublic’s success, besides its people, is its next-gen digital platform that automates and integrates its backend processes, while driving a seamless customer experience.

MyRepublic offers residential broadband, enterprise broadband, home voice, and mobile services. We are way more than just a telco or an ISP. We exist to transform people’s lives by creating a connected world that is seamless, smart, and safe while innovating the way telcos operate. We are the future beyond telcos.

**Job Description**:
**The role**:

- To ensure maximum possible service availability and performance
- To provide customer network services on core equipment
- To provide support services for Engineering and other technical teams.
- To troubleshoot escalation from Tier 2 Helpdesk team.

These result in a highly diverse range of duties for the NOC - our engineers are required to ensure they are fulfilled in a timely, co-operative and professional manner. We interact frequently with technical support, service provisioning and sales teams so it is important that we are clear and concise in our communications.
We also work very closely with the Engineering team and as such need to develop a good all-round understanding of systems and networks. Diligence and attention to detail are also key skills along with ability to multi-task and prioritise work appropriately. We do not expect you to have all the required knowledge when you join us as many of these skills can be picked up through experience in the job, but those who do need to learn new skills must be prepared to spend time doing suitable research to ensure their grounding is thorough and properly understood.
As your knowledge and confidence develop you may be asked to join our call-out rota providing 24x7 support on our core network and services. Importantly, NOC engineers must have a solid understanding of MyRepublic products and processes; they must be eager and quick to learn, be clear communicators and must be able to use their initiative to tackle a broad range of problems.

**How you’ll contribute to MyRepublic’s success**
- Manage and maintain MyRepublic’s Broadband, Voice and MVNO (Mobile) networks through monitoring, escalation and restoration of network faults and outages in all 3 regions - Singapore, Australia and New Zealand.
- Fault handling and escalation (identifying and responding to faults on MyRepublic systems and networks, liaising with 3rd party suppliers, handling escalation through to resolution).
- Development of knowledge and skills in network and system administration, particularly with regard to MyRepublic own architecture and platforms.
- Liaise and coordinate with other units such as Field Operations and Exchange Management for local segment, Overseas Telco for International segment and MyRepublic for overseas local access to maintain, upgrade/downgrade and provision of circuits
- Tier 2 ticket management and services troubleshooting for escalated consumer problems.
- Service Provisioning and Assurance for Enterprise customer IP based services, including command line configuration management as required.
- Ensuring incidents and requests are reported, logged and resolved in line with SLAs.
- Performing problem identification and management and providing issue and risk management.
- Surveillance and Fault Management using various NMS and test tools.
- Maintaining and managing vendor/partner escalations and coordination on to meet SLAs.
- Coordinate with Carriers, NNI partners as part of Network Infrastructure provisioning and joint troubleshooting.
- Provide high quality, consistent and reliable support on all aspects of the product suite at all times.
- Resolve, or assist in the resolution of customer issues, through effective questioning, negotiation and conflict management, and using the correct MyRepublic assurance policies and procedures.
- Ensure a high level of client service and satisfaction is achieved through the technical support troubleshooting process, end to end.
- Troubleshoot, document and refine internal processes, including creating and/or maintaining articles for the Knowledge Base.
- Ability to troubleshoot IP based problems at packet-level (using wireshark)
- Performs other duties as assigned by Management.
- Participate in a 24x7 call-out rota if required.

**Qualifications**:
**We think you’ll fit in great wit