NOC Technician - Centurion
NOC Technician - Centurion
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1-3years
Not Disclosed
Salary Not Disclosed
1 Vacancy
Job Description
This position encompasses several key responsibilities aimed at maintaining smooth client interactions and ensuring the stability of our network infrastructure. Firstly the individual will serve as a liaison between clients and the Technical Support (TS) team promptly addressing clientreported incidents and keeping clients informed throughout the resolution process. Additionally they will cultivate and nurture client relationships while also providing necessary assistance to the TS team. Secondly the role involves monitoring and implementing escalation procedures to uphold stability across our core network infrastructure. Furthermore the incumbent will act as remote support for core engineers as needed and deliver firstline support to designated clients. Lastly they will play a role in managing access control for our Centurion Data Centre contributing to the overall security and efficiency of our operations. This multifaceted position requires a proactive approach strong communication skills and a commitment to delivering exceptional service.
Requirements
Acting as the first contact for clients reporting technical issues via call or email.
Handling support calls courteously and efficiently for the Technical Support (TS) team enabling them to focus and work more effectively. This ensures faster issue resolution while adhering to Service Level Agreement (SLA) timelines.
Following up with clients to verify the status of their service after receiving issue resolution notifications.
Providing clients with updates on the progress of their tickets.
Proactively informing clients and partners about scheduled maintenance or system upgrades to minimize disruptions and maintain transparency.
Checking in with afterhour support technicians regarding escalated tickets to monitor work progress.
Administration on CRM systems
- Adjusting clientlogged tickets to meet Standards including formatting prioritization listing affected services and contact details.
- Documenting internal notes relevant to the ticket for comprehensive recordkeeping.
- Ensuring that each call results in written communication documented in the appropriate CRM system.
- Logging tickets on behalf of clients who call for support or information.
Monitoring
- Monitoring multiple platforms to oversee our core network and services. Swiftly detecting issues promptly communicating them via phone call and then notifying the relevant Telegram group for quick awareness and resolution.
- Monitoring diverse CRM systems to ensure timely handling of new support tickets aligning with the procedures outlined in the Administration on CRM systems section.
Security
- Perform routine afterhours building checks to ensure the premises remain secure and unauthorized access is prevented.
- Perform routine inspections of the Centurion Data Center to ensure security and prevent unauthorized access. As well as infrastructure stability such as chillers backups power etc.
- Report any irregularities observed to your supervisor and the relevant standby team member promptly.
- Register newly authorized individuals into the biometrics system to provide them access to the Centurion Data Centre.
Escalations
- Escalate all VoIPMonitor Alert VIP and 24/7 SLA client support tickets logged afterhours to the Support Desk Technician on standby
- Escalate any core network related problems to the Senior Support Technician on Standby
Additional
- Conduct regular call tests both inbound and outbound to ensuring uninterrupted communication without any undetected failures.
- Assist Senior Support Technicians and Core Network engineers as needed by offering remote hands support in the Centurion Data Centre.
- Perform cleanup maintenance on monitoring platforms (Zabbix Atera etc.)
- Additional projects authorized by your supervisor as they arise
Required knowledge skills and abilities:
- Strong customer service abilities
- Capable of working effectively in a fastpaced environment
- Proficient in organizing administrative tasks typing and problemsolving
- Ability to follow processes and instructions thoroughly and take responsibility for tasks
- Reliable punctual and maintains a professional appearance
- Adaptable to changes with ease
- Demonstrates professionalism in phone and email communication
- Complies with the company s vision and policies and procedures
- Performs other tasks as assigned by management
Benefits
- R10 000 per month
- Medical Insurance
- Pension
- 1 week off and 1 week on
- On site
3+ years experience in a similar role Provide good quality work Very strong analytical, problem solving and decision-making skills Effective task Be customer service focused Be able to work in a fast-paced environment Be able to work under stressful conditions Be able to communicate effectively and clearly Demonstrate professional attributes Excellent attention to detail skills Ability to prioritize work schedules and manage multiple projects simultaneously Demonstrate ability to be assertive and self-motivated Influencing skills Lead with confidence Be able to work overtime and standby as required Be able to focus on the requirements as set by management Punctual Administration skills Valid driver's license and own transport
Employment Type
Full Time
