Noc Desk Agent

NOC Desk Agent

The Network Operation Centre (NOC) is responsible for ensuring the maximum possible service availability and performance for our customer facing ISP services and internal network. Sitting within the NOC, the network team are responsible for managing and maintaining the network providing these services. It's more important that you have the aptitude and demonstrable skills needed to fulfil this role whilst experienced members of the team will help you develop your skills and confidence.

We interact frequently with Customer Technical Support and Sales teams so it's important that we can communicate ideas and information to people from a non-technical background.
You will need to have a good all-round understanding of networks design and engineering including systems integration. Importantly, you must develop a solid understanding of our products and processes, be keen to learn, able to use your experience and initiative to tackle a broad range of problems and contribute to the growing success of the company.

Once you've settled into the role, you will be asked to join our shift roster providing 24x7 support for our ISP services as well as covering both planned and unplanned out of hours work as required.

We are looking for a dynamic NOC Desk Agent to manage and maintain our core and access networks. Someone who is not scared to get stuck in, get innovative all whilst being super attentive to details.

Your primary focus will be the expansion/deployment and maintenance of our ever-growing network.

We need someone who can proactively problem solve and oversee the activities involved in quality resolution of complex technical issues, responding with an appropriate sense of urgency to problems escalated to Network Engineer’s level.

We pride ourselves on exemplary customer service and will need you to provide support on a rotational shift basis in order to achieve this. One of the many things that sets us apart is the service level that our clients have come to expect, appreciate, and love.

Roles and Responsibilities:

- Ensure stable and reliable ISP network services (e.g., access products, service networks and core networks) via day-to-day network performance monitoring.
- Network troubleshooting and fault analysis; hardware troubleshooting and replacement/repair.
- Assist sales team with customer queries both internally and telephonically
- Be flexible and creative in dealing with customers
- Multi-task in a high stress environment
- Stay up-to-date with new products and features
- Timeously identify potential bottlenecks or delays
- Strong Customer Relations
- Taking ownership of customer issues and following standard service desk procedures
- Providing efficient and effective support to achieve a high rate of first-time resolution
- Following up with customers to ensure full resolution of the problem
- Ensure internal and external ticket communication is carried out in a professional and timely manner
- Adhere to shift roster and standby requirements
- Demonstrable understanding of protocols
- Network troubleshooting and fault analysis; hardware troubleshooting and replacement/repair
- Managing ticket system and ensuring tickets are actioned and closed timeously
- Liaising with upstream providers in event of any network failure or outage
- Ensuring clients are always informed as to the status of networks
- Application of configuration changes via our processes
- Installation of network hardware and software
- The employee must be able to work as requested per the time shift roster which may change from time to time. The shifts will also be on a rotating basis and require the employee to work over weekends and public holidays. The shifts will commence at

06:00 and finish at 22:00 on weekdays and 08:00 to 21:00 on weekends and public holidays.
- The employee may be requested to do standby work and/or work remotely if the call centre is experiencing high call volumes or in the event of fibre outages
- Experience of working on network equipment in an ISP environment, a large NOC or other such company associated with networking
- Experience with Mikrotik is very relevant, Cisco, Arista, Ubiquity and Cambium is a bonus
- CCNP certified or equivalent level of knowledge with relevant 3-5-year experience
- Understanding of the following technologies: IP Protocols (ICMP, UDP, TCP); IP filtering and firewalling; Routing Protocols (BGP, OSPF, ISIS); Quality of Service;
Ethernet (STP, RSTP,.1q VLANs, QinQ) will be an advantage
- Basic understanding of AAA platforms such as Radius and/or TACACS
- Familiar working in a data centre environment
- Knowledge fibre optics and WDM systems and cabling structures is a bonus
- Basic Linux/UNIX skills ideal
- Able to analyse problems and conduct effective fault diagnosis and system recovery
- Clear communicator (written and verbal)
- Capable of prioritising and managing own workload
- Self-motivated
- Capable of working/using own initiative with mínimal supe