Job Description

PURPOSE

The Junior NOC Agent role will be responsible for providing customers (ISPs) with first line and second-line support pertaining to company related services (accounts, new sites, packages, technical and non-technical support). To monitor network uptime, report outages, escalate support queries and communicate with customers on progress of resolution.

FINANCIAL

Effective resource management (time, tangible or material) to reduce cost/ financial impact in delivering output in the role. Addressing issues within SLAs to avoid delays in keeping the end user inactive for 4 consecutive business days.

CUSTOMER

Customer Service

Call agent procedures and SLAs adhered to and ensuring timeous incident feedback provided to clients. Log all customer reported incidents on the incident ticket system accurately to ensure tracking, efficiency and effective management of the reported incident until resolution. Escalate logged tickets and/or calls to seniors and/or management and relevant teams. Follow up on all logged tickets and calls, until feedback and resolution can be given to the customer. Following correct procedures as given by the management. Assist customers with basic troubleshooting where needed. Actively monitor the network and fibre faults, take a proactive approach in informing customers (ISPs) of any fibre breaks and faults. Upholding a high QA standard in all communications. Communicate appropriately with external clients as well as with internal staff. Escalation to core team or relevant teams where applicable and follow up until a resolution is provided.

BUSINESS PROCESS IMPROVEMENT

Network Support

Alerts are initiated within 5 minutes from notification of network issues.

Network Monitoring

Maintain 99.95% of uptime on core network. Monitoring of uptime and downtime of equipment, network links and services. Interfaces should not exceed 80% utilization, reports to be issued. Monitoring of the network management systems, and any other backhaul providers on the network.

Incident Handling

Respond within SLA as communicated by management. Updating tickets accurately and timeously. Reporting as required by management and/or operational requirements.

LEARNING AND DEVELOPMENT

Learning about the current network deployment and gaining the knowledge required to provide level of support expected by management. Learning about the company's current & new products. Adapts well to new situations, unusual demands, emergencies, or critical incidents. Accepts criticism, is open to new ideas, and handles conflict constructively and diplomatically. Responds to change with a genuine desire to do what it takes to get the job done, regardless of the need to make adjustments.

QUALIFICATIONS AND EXPERIENCE

National Senior Certificate is essential Higher certificate and/or Diploma in Network Engineering is recommended Certificates in A+, N+, CCNP, CompTIA is recommended 1-2 years of experience in a call center environment and/or first-line support within the telecommunications industry Driver's license is recommended Knowledge in networking (routing and switching) and GPON networks is recommended

COMPETENCIES

CRM software - experience working on ticketing platforms.

Customer relationship management - good understanding and problem-solving ability regarding networks and fibre rollouts.

Device configuration - good understanding of network device configuration.

General computer literacy - strong working knowledge of MS Office software packages.



Conscientious - sees routine tasks through to completion without prompting.