NOC Engineer – Tier 1

  • Full Time
  • Sandton

Position Purpose:


Responsible for ensuring stability of the network and optimal Customer satisfaction.


Experience & Qualifications:


  • ITIL Foundation certification
  • Related CISCO qualification would be advantageous
  • 2 years’ Call Center experience, in a telecommunications environment
  • Must be willing to work weekends shifts on a monthly basis
  • Must be willing to work flexible shifts


Key Stakeholder Relationships



Sales, Projects, Ops, Quality Assurance



Suppliers, Customers




Customer Communication


  • Deal with Customers, either telephonically or via email, in a courteous, efficient and prompt manner
  • All emails to be written in appropriate business language
  • Ensure “active” listening at all times when dealing with Customers


Incident Handling


  • Capture detailed, accurate information of the incident, either telephonically or via email


Incident Handling

  • Adhere to Standard Operating Procedures
  • Follow up on all assigned tickets and ensure Customers are updated hourly
  • Escalate outstanding incidents to suppliers or senior engineers for resolution
  • Adhere to daily standards regarding the closing of tickets


Trouble shooting

  • Diagnose the problem, identify the root cause and resolve the issue as quickly as possible


Turnups and Turndowns

  • Ensure efficient processing of turnups and turndowns



  • Work with colleagues to achieve overall team goals
  • Highlight problems and work with team to find solutions
  • Take personal ownership of problems





  • Thorough knowledge of networks in the telecommunications industry
  • Knowledge of customer service principles



  • Written and verbal communication skills
  • Practical understanding of network design



  • Customer Responsiveness
  • Results driven
  • Problem solving
  • Attention to detail
  • Stress tolerance
  • Resilience
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