Network Operations Center Technician

2 days ago


Centurion, Gauteng, South Africa ICTEngage Full time
Job Summary

This role is responsible for providing exceptional client service and ensuring the stability of our network infrastructure. The successful candidate will serve as a liaison between clients and the Technical Support team, addressing client-reported incidents and keeping clients informed throughout the resolution process.

Key Responsibilities
  • Act as the first point of contact for clients reporting technical issues via call or email.
  • Handle support calls courteously and efficiently for the Technical Support team, enabling them to focus on more complex issues.
  • Follow up with clients to verify the status of their service after receiving issue resolution notifications.
  • Provide clients with updates on the progress of their tickets.
  • Proactively inform clients and partners about scheduled maintenance or system upgrades to minimize disruptions and maintain transparency.
  • Monitor multiple platforms to oversee our core network and services, detecting issues promptly and communicating them via phone call and notifying the relevant team.
  • Perform routine afterhours building checks to ensure the premises remain secure and unauthorized access is prevented.
  • Escalate all VoIPMonitor Alert VIP and 24/7 SLA client support tickets logged afterhours to the Support Desk Technician on standby.
Requirements
  • Strong customer service abilities.
  • Capable of working effectively in a fast-paced environment.
  • Proficient in organizing administrative tasks, typing, and problem-solving.
  • Ability to follow processes and instructions thoroughly and take responsibility for tasks.
  • Reliable, punctual, and maintains a professional appearance.
  • Adaptable to changes with ease.
  • Demonstrates professionalism in phone and email communication.
Benefits
  • R10 000 per month.
  • Medical Insurance.
  • Pension.
  • 1 week off and 1 week on.
  • On-site.


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