NOC Engineer - Tier 1 (Nightshift) - Johannesburg
Requirements:
Minimum Qualifications:
Other Requirements
Responsibilities:
Customer Communication
Incident Logging
Incident Handling
Trouble shooting
Teamwork
Key Stakeholder Relationships
Internal
External
Competency:
Knowledge
Skills
Behavioral
Minimum Qualifications:
- Degree in IT
- CCNA and ITIL is an advantage.
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.
Responsibilities:
Customer Communication
- Deal with Customers, either telephonically or via email, in a courteous, efficient, and prompt manner.
- Priortise Customer Centricity and utulie empathy in all communications.
- All emails to be written in appropriate business
- Ensure "active" listening at all times when dealing with Customers.
Incident Logging
- Capture detailed, accurate information of the incident, either telephonically or via email
Incident Handling
- Adhere to Standard Operating Procedures
- Follow up on all assigned tickets and ensure Customers are updated hourly
- Escalate outstanding incidents to suppliers or senior engineers for resolution
- Adhere to daily standards regarding the closing of tickets
Trouble shooting
- Diagnose the problem, identify the root cause and resolve the issue as quickly as possible
Teamwork
- Work with collegues to achieve overall team goals
- Highlight problems and work with team to find solutions
- Take personal ownership of problems with full accountability
Key Stakeholder Relationships
Internal
- Sales, Projects, Ops, Quality Assurance, Carrier Relations
External
- Suppliers, Customers
Competency:
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
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