NOC Engineer – Tier 2

  • Full Time
  • Sandton

Position Purpose:

 

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

 

Experience & Qualifications:

 

  • Minimum of a CCNA qualification
  • 2 years’ experience in a NOC environment, preferable
  • Must be willing to work weekends shifts on a monthly basis
  • Must be willing to work flexible shifts

 

Key Stakeholder Relationships

 

Internal

Sales, Projects, Ops, Quality Assurance, Procurement

 

External

Suppliers, Customers

 

Role/Responsibilities:

 

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

  • 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

 

Teamwork

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

 

Competencies

 

Knowledge

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

 

Skills

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

 

Behavioral

  • Customer Responsiveness
  • Results driven
  • Problem solving
  • Attention to detail
  • Stress tolerance
  • Resilience
Upload your CV/resume or any other relevant file. Max. file size: 20 MB.