We are looking for an experienced NOC Engineer to join our Customer Operations team in Malta.
This role combines cloud and bare metal infrastructure operations with customer support, ensuring service availability and delivering an excellent customer experience across our platforms. You will take ownership of incidents, support customers and internal teams, and drive continuous improvements to service reliability and operational efficiency.
You are customer-centric, accountable, and solution-oriented, with strong troubleshooting, communication, and collaboration skills.
Key Responsibilities
- Monitor, maintain, and support production systems and services.
- Manage events, incidents, and service-impacting issues through to resolution.
- Perform troubleshooting, root cause analysis, and corrective actions.
- Act as an escalation point for Customer Operations, assisting with complex customer issues and technical enquiries.
- Deliver clear, professional, and customer communications during incidents and support interactions.
- Collaborate closely as Customer Operations, with Engineering/Infrastructure teams.
- Coordinate incident response and service restoration activities.
- Identify and implement improvements that enhance reliability, efficiency, and customer satisfaction.
- Maintain technical documentation, knowledge bases, procedures, and incident reports.
- Identify opportunities for automation and process optimisation.
Required Skills & Experience
- 3+ years' experience in a NOC, Hosting Support, Technical Support, or Infrastructure Operations role.
- Customer-Centric mindset with experience supporting hosting or managed services customers.
- Strong troubleshooting and problem-solving skills.
- Experience with incident management and operational support processes.
- Good understanding of networking fundamentals.
- Experience with monitoring, observability, and alerting platforms (NMS).
- Experience with VMware or similar virtualisation technologies.
- Knowledge of datacentre operations, infrastructure deployments, and remote hands coordination.
- Excellent written and spoken English communication skills.
- Ability to remain calm, organised, and customer-focused during critical incidents.
Desirable Skills
- Experience driving process improvements, automation initiatives, or operational excellence programmes.
- Experience supporting domains (inc. DNS), web hosting, email hosting, SSL certificates, and related services.
- Experience administering Linux and Windows server environments.
- Troubleshooting common hosting platforms and web applications.
- Basic scripting or automation experience (Bash, PowerShell, Python, or similar).
