Gauteng: Network Monitoring Agent posted by The Talent Room

March 15, 2026 Jobs in Gauteng

The Talent Room

Gauteng

IT Support/Helpdesk

Job Description

The Monitoring Agent is responsible for the real-time monitoring of network and system activity, swiftly responding to alerts from monitoring tools, assessing their customer impact, and proactively driving issue resolution. Acting as the first line of defence against service incidents, this role requires effective communication with affected teams and stakeholders to ensure minimal downtime and maintain an exceptional customer experience at every stage. In addition, the Monitoring Agent is responsible for monitoring SLA clients to ensure service commitments are met, as well as conducting general monitoring of all client equipment to identify and escalate potential issues before they affect service delivery.

Key Responsibility Areas:
Real-Time Monitoring and Alert Response:
Monitor network systems (Zabbix, Grafana, The Dude, Altostrat) for performance anomalies, service disruptions and triggers.
Assess the severity and customer impact of incoming alerts.
Initiate documented troubleshooting steps to resolve issues and independently where possible.
Log all network incidents clearly and accurately in the ticketing system.
Conduct basic troubleshooting to see if connectivity can be restored, before escalating to relevant teams.

Incident Communication and Escalation Management:
Ensure clear and timely communication to relevant stakeholders regarding incident status, impact, and estimated time of resolution (ETA).
Follow established escalation procedures, engaging higher-level support teams when necessary.
Proactively chase resolutions, keeping all stakeholders informed at regular intervals until issues are fully resolved.

Customer Impact and SLA Management:
Assess and clearly document customer impacts associated with network alerts and incidents.
Prioritise incidents based on the level of customer impact and urgency.
Consistently adhere to agreed-upon Service Level Agreements (SLAs), ensuring timely responses and resolutions.

Continuous Learning and Improvement:
Develop a comprehensive understanding of network infrastructure, monitoring systems, and customer environments.
Identify opportunities for process improvements, system enhancements, and monitoring optimisations.
Actively participate in training and knowledge-sharing initiatives within the surveillance team.

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Key Outputs:
Accurate Incident Logs.
Proactive Incident Communication.
Adherence to SLAs.

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

Experience:

Previous experience with network monitoring tools (Zabbix, Grafana, The Dude) advantageous.
Experience with ticketing systems in a team-based support environment beneficial.

Technical Competencies:

Basic understanding of network protocols (TCP/IP, DNS, DHCP, HTTP, ICMP, SNMP).
Fundamental network troubleshooting skills advantageous.
Proficiency in Microsoft Office (Word, Excel, Outlook).
Basic Mikrotik knowledge beneficial.

Qualifications:

Grade 12 is required
A relevant tertiary diploma or degree will be beneficial

How to Apply

Click the green “Go Apply” button below to apply directly online with the employer.

About IT Support/Helpdesk Jobs in Gauteng

Gauteng is one of the most populous provinces in South Africa, and its thriving IT sector has created a high demand for skilled IT Support/Helpdesk professionals. Typically, job seekers with experience in this field can expect to find employment opportunities across various industries, including financial services, technology, manufacturing, and more.

Generally, salaries for IT Support/Helpdesk roles in Gauteng fall within broad ranges, often between R500 000 and R900 000 per annum, depending on factors such as level of experience, company size, and industry sector. For instance, a junior IT Support role might start around the lower end of this range, while senior IT Support or Helpdesk Manager roles can command higher salaries towards the upper end of the spectrum. However, actual salaries may vary significantly based on individual circumstances.

Common skills required for an IT Support/Helpdesk role include proficiency in operating systems (Windows, macOS, Linux), hardware troubleshooting, network fundamentals, software applications (Microsoft Office, Google Suite), and excellent communication and problem-solving skills. Additionally, experience with ticketing systems, remote desktop tools, and helpdesk software is often beneficial. As technology continues to evolve, IT Support professionals must stay up-to-date with the latest trends and technologies to remain competitive in the job market.

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Many industries employ IT Support/Helpdesk staff, but certain sectors commonly require these roles more frequently than others. The financial services sector, for example, relies heavily on IT support to manage customer transactions and protect sensitive data. Similarly, technology companies need skilled Helpdesk professionals to resolve hardware and software issues with their own products and services.

For aspiring IT Support/Helpdesk professionals, career development opportunities abound. Typically, entry-level roles can provide a solid foundation for advancement into senior support or management positions. As experience grows, so do opportunities for specialized training, certification, or mentorship programs. Many organizations also offer internal promotions and lateral moves to help employees expand their skill sets and advance in their careers. By staying adaptable, acquiring new skills, and demonstrating dedication to the role, IT Support/Helpdesk professionals can enjoy rewarding and challenging careers in Gauteng’s thriving IT sector.

This information provides general career guidance. Actual salaries and requirements vary by employer.

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