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.
  
• Bachelor's 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.