Johannesburg: NOC Engineers- Tier 1 (CCNA ITIL) x2

Key Performance Areas Customer Communication 30% Incident Logging 20% Incident Handling 20% Trouble shooting 20% Teamwork 10% Competency Requirements for Position Knowledge Knowledge of networks in the telecommunications industry (Cisco WANs / LAN) Knowledge of customer service principles Knowledge of effective customer engagement Skills Strong written and verbal communication skills in English Understanding of network design Analytical thinker Customer Centricity Behavioral Customer Responsiveness Results driven Problem solving Attention to detail Stress tolerance Resilience Proactivity Resilience Minimum Qualifications: CCNA ITIL Minimum Experience: Minimum of 2 -3 years experience in telecoms sector. Other requirements Must be willing to work weekend shifts monthly Must be willing to work flexible shifts Must be willing to work night shift Must have own transport Job Grade: C1 Key Stakeholder Relationships Internal Sales Projects Ops Quality Assurance Carrier Relations External Suppliers Customers Key Performance Areas & Indicators Customer Communication Deal with Customers, either telephonically or via email, in a courteous, efficient and prompt manner. – Positive feedback from customers – Emails attended to before end of shift Priortise Customer Centricity and utilize empathy in all communications.- Phones answered within 3 rings All emails to be written in appropriate business language – Professional company image Ensure “active” listening at all times when dealing with Customers – Accurate, clear understanding of the issue Incident Logging Capture detailed, accurate information of the incident, either telephonically or via email – Ticket raised within 15 minutes of receiving the call or email Incident Handling Adhere to Standard Operating Procedures – Ensure compliance with ISO standards Follow up on all assigned tickets and ensure Customers are updated hourly – Timely and accurate feedback Escalate outstanding incidents to suppliers or senior engineers for resolution – Incidents to be resolved with the relevant SLA Adhere to daily standards regarding the closing of tickets – Minimum of 10 tickets closed daily Troubleshooting Diagnose the problem, identify the root cause and resolve the issue as quickly as possible – Adhere to Standard Operating Procedure Teamwork Work with colleagues to achieve overall team goals – Demonstrate willingness to assist others Highlight problems and work with team to find solutions – Suggest solutions instead of problems Take personal ownership of problems with full accountability. – Go the extra mile for the Customer