Noc Agent

**Minimum requirements for the role**:

- A matric is essential for this role.
- Experience having worked in the telecommunications or fibre or related industry is essential.
- Experience having worked in a call centre environment or related customer services or related environment is essential.
- Must be able to handle software that allows the organization to store, organize, synchronize and search records relating to customer interactions.
- Must have a good understanding of network device configuration.
- Must have a strong working knowledge of MS Office software packages.
- Good understanding and problem-solving ability regarding ICT networking within telecoms arenas.
- Must be able to work as part of a team to achieve work goals and targets.
- Upholding an excellent company representation by providing customers (ISPS) support to monitor network uptime, report outages, escalate support queries and communicate with customers on progress of resolution.
- Logging all customer reported incidents on the incident ticket system accurately to ensure tracking, efficiency and effective management of the reported incident until resolution.
- Escalating logged tickets and calls to second or third line support, accounts and maintenance contractors (on-site).
- Following up on all logged tickets and call, until feedback and resolution can be given to the customer.
- Following correct procedures as given by the management. Suggesting new and more efficient procedures where necessary, and implementing same with the approval of management.
- Assisting customers with basic troubleshooting where needed.
- Actively monitoring the network and fibre faults, take a proactive approach in informing customers (ISPS) of any fibre breaks and faults.
- Upholding a high QA standard on phone and mail etiquette.
- Troubleshooting of all network related issues.
- Escalating incidents where applicable, and following up until a resolution is provided.
- Monitoring of uptime and downtime of equipment, network links and services.
- Monitoring of the network management systems, and any other backhaul providers on the network.
- Performing any other work-related duties and responsibilities that may be assigned from time-to
- time by management.
- Ensuring all the above outlined duties and tasks are done in alignment with the "customer excellence" strategy.

**Salary package, including benefits, is highly negotiable depending on experience gained.