Gauteng: NOC Engineers- Tier 1 (CCNA + ITIL) x2 posted by Recruit-It

About the Role

We are seeking two experienced NOC Engineers to join our team in Gauteng, South Africa. As a Tier 1 NOC Engineer, you will be responsible for providing exceptional customer service, troubleshooting network issues, and collaborating with internal stakeholders to ensure seamless operations.

Key Responsibilities

• Customer Communication (30%)
• Incident Logging (20%)
• Incident Handling (20%)
• Trouble shooting (20%)
• Teamwork (10%)

Requirements

• 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 Competencies

• 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.

Customer Centricity and Utilization of Empathy

• 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