Noc Supervisor

Established in South Africa 23 years ago, Reflex Solutions has quickly grown into a reputable ICT solutions provider with a proven track record of renowned ICT solutions in the retail-sector and a strong FNO partnership network.

We boast a team of highly experienced technical professionals, empowering us to deliver quick and high-quality service offerings for building and managing the backbone that propels our customers' businesses forward.

We currently provide ICT solutions to over 500 retail outlets, as well as services to the Property Management, Hospitality, Logistics and Legal sectors.

The NOC Supervisor plays a pivotal role in supporting the NOC Manager in ensuring the smooth operation and support of Reflex Network infrastructure and end-user IT services.

This position involves overseeing the daily activities within the Network Operations Center (NOC), supervising NOC agents / engineers, and collaborating closely with the Service Desk team to maintain optimal network performance and customer satisfaction.

• Assist the NOC Manager in providing strategic leadership for the NOC team.
• Supervise and support NOC technicians, fostering a collaborative and productive work environment.
• Assist in delegating tasks and ensuring the achievement of daily, weekly, and monthly goals.
• Provide guidance, mentorship, and training to NOC staff to enhance their skills and performance.
• Act as a point of escalation for complex technical issues and customer concerns.

• Support the NOC Manager in overseeing the handling of networkrelated incidents and service requests.
• Assist in ensuring timely resolution of incidents and enduser support issues.
• Participate in the implementation and improvement of incident and request management processes.

• Collaborate with the NOC Manager in managing and prioritizing networkrelated tasks, including monitoring, incident detection, troubleshooting, ticket handling, and routine maintenance.
• Assist in ensuring adherence to procedures and documentation standards within the NOC.
• Support NOC agents in network fault troubleshooting and resolution.

• Assist in monitoring and optimizing network performance and NOC operations.
• Identify areas for improvement and work with the NOC Manager to implement enhancements.
• Collaborate with infrastructure teams to enhance network capabilities and reliability.

• Identify training needs for NOC agents / engineers and coordinate relevant training programs.
• Foster a culture of continuous learning and improvement within the NOC team.

• Assist in establishing and monitoring key performance indicators (KPIs) for the NOC
• Prepare regular reports on NOC performance for management review.

• Ensure compliance with organizational policies and industry regulations within the NOC.
• Stay updated on the latest security and compliance requirements relevant to NOC operations.

• Assist in maintaining accurate documentation of network configurations and procedures.
• Provide support for customer segmentation SLAs and proactive customer service initiatives.
• Collaborate with the NOC Manager on any other tasks necessary for the efficient operation of the NOC.

Generally, do all such things which, although not specifically referred to herein, are necessary and/or required for the due, proper, and efficient rendering of the services for the purposes contemplated by this role.

• Grade 1
• Bachelor's degree in information technology computer science, engineering, or related field
• Relevant Supervisor / Management certification.
• Relevant networking certifications required:
• HCIA and/or CCNA
• JNCIA Junos
• A minimum of 3 years work experience in networking
• Proven experience in both NOC or Service Desk supervisory roles.
• ITIL (Information Technology Infrastructure Library) certification: This certification demonstrates knowledge of IT service management best practices, which can be valuable in overseeing incident and request management processes.
• CompTIA Network+ or CompTIA Security+: These certifications provide a foundational understanding of networking concepts and cybersecurity principles, which are essential for managing network operations and ensuring compliance with security standards.
• Excellent verbal and written communication skills.
• A responsible individual who adopts results driven approach.
• Ability to work well under pressure and meet tight deadlines.
• Stakeholder management.
• Escalation management.
• Relationship management and mediation skills.
• Detail orientated.
• Excellent time and selfmanagement.
• Positive attitude, passion for the role and customer centric.
• Strong leadership and organizational abilities.