NOC Technician

Job Description

This position encompasses several key responsibilities aimed at maintaining smooth client interactions and ensuring the stability of our network infrastructure. Firstly, the individual will serve as a liaison between clients and the Technical Support (TS) team, promptly addressing client-reported incidents and keeping clients informed throughout the resolution process. Additionally, they will cultivate and nurture client relationships while also providing necessary assistance to the TS team. Secondly, the role involves monitoring and implementing escalation procedures to uphold stability across our core network infrastructure. Furthermore, the incumbent will act as remote support for core engineers as needed and deliver first-line support to designated clients. Lastly, they will play a role in managing access control for our Centurion Data Centre, contributing to the overall security and efficiency of our operations. This multifaceted position requires a proactive approach, strong communication skills, and a commitment to delivering exceptional service.

Requirements

Acting as the first contact for clients reporting technical issues via call or email.

Handling support calls courteously and efficiently for the Technical Support (TS) team, enabling them to focus and work more effectively. This ensures faster issue resolution while adhering to Service Level Agreement (SLA) timelines.

Following up with clients to verify the status of their service after receiving issue resolution notifications.

Providing clients with updates on the progress of their tickets.

Proactively informing clients and partners about scheduled maintenance or system upgrades to minimize disruptions and maintain transparency.

Checking in with after-hour support technicians regarding escalated tickets to monitor work progress.

Administration on CRM systems

• Adjusting client-logged tickets to meet Standards, including formatting, prioritization, listing affected services, and contact details.
  

• Documenting internal notes relevant to the ticket for comprehensive record-keeping.

• Ensuring that each call results in written communication documented in the appropriate CRM system.

• Logging tickets on behalf of clients who call for support or information. 
  

Monitoring

• Monitoring multiple platforms to oversee our core network and services. Swiftly detecting issues, promptly communicating them via phone call, and then notifying the relevant Telegram group for quick awareness and resolution.

• Monitoring diverse CRM systems to ensure timely handling of new support tickets, aligning with the procedures outlined in the Administration on CRM systems section. 
  

Security

• Perform routine after-hours building checks to ensure the premises remain secure and unauthorized access is prevented.

• Perform routine inspections of the Centurion Data Center to ensure security and prevent unauthorized access. As well as infrastructure stability such as chillers, backups power, etc.

• Report any irregularities observed to your supervisor and the relevant standby team member promptly.

• Register newly authorized individuals into the biometrics system to provide them access to the Centurion Data Centre.
  

Escalations

• Escalate all VoIPMonitor Alert, VIP and 24/7 SLA client support tickets logged after-hours to the Support Desk Technician on standby

• Escalate any core network related problems to the Senior Support Technician on Standby

Additional

• Conduct regular call tests, both inbound and outbound, to ensuring uninterrupted communication without any undetected failures.

• Assist Senior Support Technicians and Core Network engineers as needed by offering remote hands support in the Centurion Data Centre.

• Perform cleanup maintenance on monitoring platforms (Zabbix, Atera, etc.)

• Additional projects authorized by your supervisor as they arise

Required knowledge, skills and abilities:

• 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
  

Other

• Complies with the company’s vision and policies and procedures
  

• Performs other tasks as assigned by management

Benefits

• R10 000 per month 

• Medical Insurance 

• Pension 

• 1 week off and 1 week on 

• On site 

Requirements
• 3+ years’ experience in a similar role • Provide good quality work • Very strong analytical, problem solving and decision-making skills • Effective task execution • Be customer service focused • Be able to work in a fast-paced environment • Be able to work under stressful conditions • Be able to communicate effectively and clearly • Demonstrate professional attributes • Excellent attention to detail skills • Ability to prioritize work schedules and manage multiple projects simultaneously • Demonstrate ability to be assertive and self-motivated • Influencing skills • Lead with confidence • Be able to work overtime and standby as required • Be able to focus on the requirements as set by management • Punctual • Administration skills • Valid driver's license and own transport

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