Job Description

Our client is looking to employ a Network Monitoring Agent and to be based on-site in Stellenbosch.
This person will report to the National Monitoring Team Leader. This is a Junior position but there are growth opportunities.

The Network Monitoring Agent will be responsible for monitoring the National Monitoring Systems to detect any hardware issues on the network. As the first eyes on events that occur on the network, the Network Monitoring Agent responds to alerts while providing the highest level of customer service. The Network Monitoring Agent, communicates the alerted information via the
appropriate channels and communicates feedback of the alerts accordingly and then following an escalations matrix, will escalate alerts until resolved.

Key Responsibility Areas:

• Maintains and expands customer relationships through:

o Excellent verbal and written communication skills
o Understanding how to deliver quality service while adhering to service level agreements (SLAs) in a fast-paced environment.

• Follows and implements service delivery processes and procedures.
• Stay informed of customer support processes.
• Updates process and procedure documentation as needed.
• Managing, maintaining, and ensuring the accuracy of the Monitoring Systems.
• Generate reports that track service availability and performance of all managed and monitored systems and services.
• Logging of all service outages or interruptions.
• Follow up on the status of any logged and escalated outages.
• Keep customer and management informed on status updates on issues, complaints and escalations, and document these actions on tickets.
• To develop a good all-round understanding of systems and networks.

The successful candidate must have the following experience/skills:

• Previous experience working with network monitoring tools such as Zabbix and Grafana will be advantageous.
• Previous experience with ticketing systems as part of a larger team will be advantageous.
• Basic understanding of network protocols such as TCP/IP, DNS, DHCP and HTTP, ICMP, SNMP.
• Basic troubleshooting skills in a networking environment will be beneficial.
• The ability to learn quickly in a fast-past environment.
• Microsoft Office proficiency.
• Familiarity with the fundamental principles of SLA
• Excellent problem-solving skills.
• Strong communication and interpersonal skills.
• Attention to detail when creating and updating tickets.
• Ability to muti-task and prioritise tasks effectively.

Previous experience in an IT / Customer Support will be preferred.

Qualifications:

• Grade 12
• A relevant tertiary diploma or degree will be beneficial

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