Isp Operations Assistant

2 weeks ago


Johannesburg, Gauteng, South Africa KMCK Talent Sourcing Full time

RESPONSIBILITIES

  • Support daily operations to ensure expected turnaround times or SLAs are being met.
  • Address billing rejections to ensure that customers are billed correctly and on time.
  • Ensure that installed, migrated and deleted orders are progressing correctly according to the process on the system.
  • Assess cancellation orders for approval or rejection in order to make sure the terms and conditions and policies are adhered to.
  • Monitor the reports to identify issues on identified areas.
  • Deliver exceptional service to internal and external customers.
  • Respond and resolve all incidents in accordance with the SLA.
  • Analyze issues and develop resolutions in a timely fashion.
  • Thoroughly and timely document incidents and resolutions.
  • Initiate Change Management requests and execution according to SOP.
  • Assisting in the compiling of incident reports when required.
  • Escalate problems experienced with infrastructures to the NOC Manager
  • Provide updates to clients with regards to incidents and problems in accordance with SOP.
  • Track and manage your work record via regular ticket / task time entries.
  • Escalate any ongoing, unresolved, or business critical problems to the Operations Manager
  • Identify and suggest improvements to procedures or systems to your Operations Manager

REQUIREMENTS:

  • At least 3 years of experience in an operational /administrative role, preferably in the IT / ISP Industry.
  • Relevant diploma or degree in administration / ISP/ IT advantageous.
  • Strong organizational skills and attention to detail, especially in maintaining records and preparing reports
  • Proficient in using digital platforms and software such as Microsoft Office, Telegram and WhatsApp
  • Excellent communication skills and ability to work in a team environment, also able to prioritize and manage multiple tasks
  • Knowledge of ISP installations is a must. Attention to detail and strong communication and interpersonal skills.
  • Positive attitude and willingness to learn, with a passion for excellence in all aspects of the job
  • Motivated individual who is passionate about technology and customer experience
  • Excellent communication skills (both written and verbal)
  • Analytical thinking
  • Proven experience working in an operational environment
  • Proficient with Microsoft Excel, Power Point, Outlook and Word
  • Team player, ability to work in a team environment
  • Deciding and initiating action
  • Ability to plan and organise daily work
  • Ability to follow instructions and procedure

SALARY:
R20, R25, PM pending experience
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