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 Qualification: – CCNA – ITIL Minimum Experience: – N/A 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 utulie 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 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 Trouble shooting – 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

Noc Learner – Networking Graduate position available in Gauteng, Johannesburg. This job position was posted by . The job has been posted on 2025-02-11 in the Graduate category