Job Description

NOC Agent:


Department: Network Operations Centre


Reporting To: NOC Specialist



Location: Johannesburg


Education: Relevant ICT/IT experience


Experience: 1 year




Position Summary (Main Purpose)


The NOC Agent is responsible for monitoring the core network, addressing all tickets logged with the Network Operations Centre, and troubleshooting issues. They will ensure proper processes are followed for repairs or escalate tickets to the appropriate departments.


Working Conditions:

This role will require working in the office on a rotational shift roster, including weekends and public holidays. Overtime may be required as needed.

Key Responsibilities

Tracking and managing tickets Providing regular updates to clients Coordinating and dispatching technicians Performing first line checks Troubleshooting issues Maintaining service level agreements (SLAs) Monitoring the network Coordinating escalations Conducting first line checks for connectivity, voice, and security

Skills

Excellent communication skills Self-motivated with strong attention to detail Ability to work well with clients and in a team environment Strong critical thinking and problem-solving skills Executing all process activities accurately and on time Effective time management Proficient in Microsoft Excel

Competencies

Comfortable working rotational shifts Able to handle and prioritise tasks under pressure Strong team player Organised and able to coordinate tasks effectively

Qualifications and Experience

Grade 12 or equivalent A+, N+, CFOT (advantageous) Experience with fibre and wireless NOC support Experience with voice NOC support (advantageous) Knowledge of WAN/LAN systems Experience with Cisco, Cienna/Arista support

Hard Skills Required

Proficient in computer skills Must be skilled in Microsoft Office Suite.

Character Traits


Integrity: Honesty, trust, and respect for others


Accountability: Responsible and reliable in fulfilling role and responsibilities


Communication:Open communication, feedback, and collaboration


Passion:Passionate and dedicated to making a positive impact and taking pride in work


Empowerment:Sharing knowledge to support the success of others