CNOC Engineer

Herotel Business is inviting applications for the CNOC Engineer position. This is an on-site position to be based in Tshwane or Plattekloof.

PURPOSE OF THE ROLE:

The CNOC Engineer provides advanced support and management of the organization's network and VoIP infrastructure. This role is responsible for escalated troubleshooting, configuration, and maintenance of complex RF, Fibre, and VoIP systems, ensuring optimal performance and reliability. The engineer proactively communicates with VIP clients, implements approved change plans, and provides standby support for emergencies. The position requires a highly skilled professional capable of managing complex technical environments independently, collaborating with NNOC or Tier 4 engineers as needed, and maintaining high standards of SLA compliance and customer satisfaction.

Key Performance Areas would include, but are not limited to:

• Handle escalations from the Business Support Specialist and field operations teams.
• Monitor and perform advanced troubleshooting on all network and VoIP systems, including RF and Fibre networks; escalate complex issues to NNOC or relevant departments as required.
• Configure, maintain, and optimize network equipment, including routers, switches, servers, firewalls, and IP addresses.
• Program and manage VoIP platforms, VPS, and SIP firewall setups.
• Perform maintenance on core network systems and VAS products to ensure continuous operation.
• Implement approved change plans and assist during emergencies or outage situations.
• Maintain up-to-date and accurate network and VoIP documentation, including network maps, IP schemas, and configuration records.
• Respond to real-time alerts to minimize downtime and ensure network reliability.
• Communicate directly with VIP clients via WhatsApp, providing timely updates, personalized support, and proactive notifications for known issues.
• Compile and submit weekly/monthly reports on system health, ticket statistics, IP allocations, and project updates.
• Maintain high levels of SLA compliance and customer satisfaction.
• Provide standby support as required.
• Perform any ad hoc duties as required by business operations.

Key Outputs:

• All escalated tickets from Business Support Specialists and Field Operations are resolved within SLA.
• Advanced RF and Fibre network issues are diagnosed and resolved promptly, minimizing downtime and repeat incidents.
• Accurate configuration, deployment, and optimization of network and VoIP equipment.
• Timely and detailed escalation to NNOC Engineers or relevant teams for complex issues.
• VIP clients receive proactive, timely updates via WhatsApp, ensuring personalized support and high satisfaction levels.
• Network and VoIP documentation, including network maps, IP schemas, and configuration records, are consistently reviewed and maintained.
• Real-time alerts and system incidents are responded to promptly, maintaining network reliability.
• Weekly and monthly reports on system health, ticket statistics, IP allocations, and project updates are completed accurately and submitted on time.
• SLA compliance, first-time resolution rates, and customer satisfaction metrics are consistently achieved.
• Standby support and emergency response are provided as required.
• Contribution to knowledge base updates and process improvements based on recurring issues.

The successful candidate must have the following experience/skills and competencies:

Experience:

• 3–5 years of practical experience in network engineering and/or VoIP engineering, with proven ability to manage complex technical environments.
• Strong proficiency in TCP/IP, DNS, DHCP, routers, IP routing, and switching, with hands-on experience configuring and maintaining network devices.
• Experience with MikroTik, Cisco, Juniper, or Arista equipment, including advanced configuration and troubleshooting.
• In-depth knowledge of OSPF, BGP, IP routing, and complex network topologies.
• Hands-on experience with VoIP platforms such as Asterisk, PortaOne, and SBC, including programming, maintenance, and support.
• Skilled in managing firewalls, SIP protocols, IP addressing, and VPS setups.
• Experience with RF networks and VAS products is highly advantageous.
• Excellent troubleshooting, analytical, and diagnostic skills, with the ability to identify root causes and implement effective solutions.
• Strong communication, reporting, and administrative skills, including proactive updates to VIP clients.
• Ability to work independently or collaboratively under pressure, managing multiple priorities effectively.
• Knowledge of Ubuntu/Linux environments is an advantage.
• Ability to work independently and collaboratively in a fast-paced environment.
• Hands-on experience with Ubiquiti network equipment is highly advantageous.

Qualifications:

• Grade 12 is required
• MTCNA Certification (MikroTik Certified Network Associate) is required.
• MTCRE Certification (MikroTik Certified Routing Engineer) is recommended.
• Additional certifications will be advantageous.
• Any other relevant network, VoIP, or RF certifications will be considered a strong asset.

Applications to be sent to:

If interested and you meet all requirements, please apply by submitting your CV with contactable references.

PLEASE NOTE:

• Preference will be given to suitable Previously Disadvantaged Individual candidates, in line with Herotel's Employment Equity Plan.
• Submission of your CV provides Herotel with your express consent for us to process your personal information contained therein, for purposes of processing your application.
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