Job Title: NOC Agent – FTTH – Telecommunications
Duties & Responsibilities:
Minimum requirements for the role:
A matric is essential for this role.
Experience having worked in the telecommunications or fibre or related industry is essential.
Experience having worked in a call centre environment or related customer services or related environment is essential.
Must be able to handle software that allows the organization to store, organize, synchronize and search records relating to customer interactions.
Must have a good understanding of network device configuration.
Must have a strong working knowledge of MS Office software packages.
Good understanding and problem-solving ability regarding ICT networking within telecom’s arenas.
Must be able to work as part of a team to achieve work goals and targets.
The successful candidate will be responsible for:
Upholding an excellent company representation by providing customers (ISPS) support to monitor network uptime, report outages, escalate support queries and communicate with customers on progress of resolution.
Logging all customer reported incidents on the incident ticket system accurately to ensure tracking, efficiency and effective management of the reported incident until resolution.
Escalating logged tickets and calls to second or third – line support, accounts and maintenance contractors (on-site).
Following up on all logged tickets and call, until feedback and resolution can be given to the customer.
Following correct procedures as given by the management. Suggesting new and more efficient procedures where necessary, and implementing same with the approval of management.
Assisting customers with basic troubleshooting where needed.
Actively monitoring the network and fibre faults, take a proactive approach in informing customers (ISPS) of any fibre breaks and faults.
Upholding a high QA standard on phone and mail etiquette.
Troubleshooting of all network related issues.
Escalating incidents where applicable, and following up until a resolution is provided.
Monitoring of uptime and downtime of equipment, network links and services.
Monitoring of the network management systems, and any other backhaul providers on the network.
Performing any other work-related duties and responsibilities that may be assigned from time-to- time by management.
Ensuring all the above outlined duties and tasks are done in alignment with the “customer excellence” strategy.
Salary package, including benefits, is highly negotiable depending on experience gained.
Package & Remuneration: