Gauteng: NOC Engineer Tier 1 – Day Shift posted by Recruit-It

Job Purpose.

• Responsible for ensuring stability of the network and optimal customer satisfaction.

 
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

 
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