Job Description

Our client in the telecoms industry is looking for a Tier 3 Support Engineer for their NOC division to work remotely anywhere in South Africa reporting at their Cape town office.

Job Purpose:

• Providing 3rd Tier Technical Support for incidents and problems.
• Proactive monitoring and performance tracking to identify risks and vulnerabilities that may affect the network.
• Accurate reporting and documentation of fault resolution workplans.
• Assisting onsite technicians and external sub-contractors with remote troubleshooting of high-level faults.

Job Duties:

• Understand Tier-3 support workflow, JD, KPIs and customer SLAs.
• Take ownership of Tier-3 support requests logged by the Tier-2 team and formulate resolution workplans based on SLA targets.
• Adopt Customer-oriented approach in handling service requests, including direct client sessions were necessary, reaching out to clients.
• Ensure Tier-3 Support tickets are updated with progress and resolution details in a timely manner.
• Escalate incidents to Level 4 support were required and take ownership of incident progress until resolution.
• Active participation and upskilling on new network deployments.

Required Education/Qualifications:

• Matric - Essential
• CompTIA Network+, CCNP, CCNA, CompTIA N+, Juniper or any equivalent qualification - Essential
• IT/Telecommunications related Diploma - Desirable

Required work Experience:

• 3 - 5 yearsxe2x80x99 experience in ISP/Telecommunication environment
• 2 years NOC support experience

Required Knowledge:

• GPON, OSI L1, L2,L3, Technologies
• Optic Fibre Networks standard testing methodologies (OTDR, RFC 2544, Bandwidth Tests)
• Hands-on exposure on Switching and Routing protocols (VLAN, BGP, OSPF, LACP, EAPS, ERPs)
• Customer service helpdesk software (e.g., Zendesk).
• Linux systems and monitoring tools.

Salary:

• R25 000 - R30 000 per month

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