Network Monitoring Agent
Found in: beBee jobs ZA - 1 week ago
Applications are invited for the Network Monitoring Agent position. This is an on-site position, to be based in Stellenbosch.
PURPOSE OF THE ROLE: The role will be responsible for monitoring the network National Monitoring Systems to detect any hardware issues on the network. As the first eyes on events that occur on the network, the Monitoring Agent responds to alerts from the National Monitoring Systems. While providing the highest level of customer service, the Monitoring Agent, communicates the alerted information via the appropriate channels and communicates feedback of the alerts accordingly. Following an escalations matrix, the Monitoring Agent, will escalate alerts accordingly, until resolved.
Key Performance Areas would include, but are not limited to:
Follow up on the status of any logged and escalated outages.
Managing, maintaining, and ensuring the accuracy of the Monitoring Systems
Generate reports that track service availability and performance of all managed and monitored systems and services.
Keep customer and management informed on status updates on issues, complaints and escalations, and document these actions on tickets.
Follows and implements service delivery processes and procedures
Updates process and procedure documentation as needed
To develop a good all-round understanding of systems and networks.
Stay informed of customer support processes
Maintains and expands customer relationships through:
Excellent verbal and written communication skills
Understanding how to deliver quality service while adhering to service level agreements (SLAs) in a fast-paced environment.
The successful candidate must have the following experience/skills and competencies:
o Computer knowledge with ability to operate keyboard for data entry.
o Microsoft Office proficiency
o Familiarity with the fundamental principles of a SLA
o Attention to detail when creating & updating tickets in a ticketing system and in composing,keying, and proofing professional business materials
o Friendly presence and helpful attitude while on the phone with customers or among team members
o Be professional and have a sense of urgency.
o Understands the importance of regular follow up and status updates to customer and management on issues, complaints and escalations, and documents these actions in tickets.
o Experience in working from a ticketing system as part of a larger team will be beneficial
o Have proven troubleshooting methodology and a desire to solve challenges
o Will be organized and dependable
o Technical acumen. Able to learn about computer and Internet networking and related concepts.Valid drivers license and own transport essential
Qualifications:
Grade 12 is requiredA relevant tertiary diploma or degree will be beneficial
Applications to be sent to:
If interested and you meet all requirements, please apply by submitting your CV with contactable references.
PLEASE NOTE:
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