Network Monitoring Agent

2 weeks ago

Stellenbosch, South Africa Herotel Full time

Applications are invited for the **Network Monitoring Agent** position based in Stellenbosch. This will be an in-office position with shift hours.

**Scope 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 responsibility areas:_**
- 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
- To develop a good all-round understanding of systems and networks
- Follows and implements service delivery processes and procedures
- Stay informed of customer support processes
- Updates process and procedure documentation as needed
- 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.
- Logging of all service outages or interruptions.
- Follow up on the status of any logged and escalated outages.
**Work Experience & Competency Requirements**:

- Relevant training will be provided
- 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 beneficia
- Have proven troubleshooting methodology and a desire to solve challenges
- Will be organized and dependable

Education Requirements:

- Grade 12 is required
- A relevant tertiary diploma or degree will be beneficial

**Applications to be sent to**:
**_PLEASE NOTE:_

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