Job Description

Role Purpose

The Network Support Engineer L1 is a key member of the Westbase 247 NOC team, responsible for the initial handling and triage of customer and network-related incidents. This role supports the delivery of consistent technical assistance to customers, assists with first-line diagnostics, and provides a clear escalation path to higher-level engineers. The L1 Engineer plays a critical role in maintaining high levels of customer satisfaction by ensuring efficient, accurate, and timely support responses across communication channels.

Key Responsibilities

Technical Support and Incident Handling

Provide first-line technical support to customers via phone, email, and internal platforms. Triage incoming incidents by gathering necessary technical details and classifying issues according to impact and urgency. Perform basic troubleshooting on network-related faults and escalate unresolved or complex cases to Level 2 or Level 3 support as appropriate. Log faults with upstream service providers or external vendors as necessary. Ensure that all issues are accurately documented and tracked in the internal ticketing system.
Communication and Customer Engagement

Maintain regular communication with customers, providing clear, concise, and professional updates on issue status. Reinforce service level agreements (SLAs) and manage customer expectations effectively. Support the wider operations team by acting as the first point of contact for basic technical and service-related queries.
Collaboration and Escalation Support

Work closely with Level 2 Engineers, Network Engineers, and Administration teams to escalate and resolve complex incidents. Participate in team discussions and troubleshooting sessions to further develop practical knowledge and skills. Assist in collecting relevant technical data (e.g., screenshots, logs, trace routes) to support escalated investigations.
Documentation and Knowledge Base Contribution

Contribute to internal documentation by recording recurring issues, troubleshooting steps, and known workarounds. Update tickets with all relevant actions, timelines, and outcomes to ensure proper incident history. Support continuous improvement by flagging gaps or inconsistencies in processes or knowledge articles.
Role Requirements

Minimum Certifications: CCNA, MTCNA, or JNCIA (or actively studying toward one of these). Experience: 1-3 years working within a WISP/FISP environment or Network Operations Centre. Fluent in English with excellent verbal communication and a professional phone manner. Calm, methodical, and process-driven when operating under pressure. Ability to work independently while adhering to established procedures and escalation paths. Enthusiastic about learning new technologies and committed to self-improvement beyond the formal work environment.
Job Type: Full-time

Pay: From R15000,00 per month

Location:

Century City, Western Cape (Required)
Work Location: In person