NOC Analyst

SUMMARY:
PURPOSE:
To monitor, respond and escalate service disruptions, engaging with line of business for resolution as per customer service level agreements.

POSITION INFO:
FORMAL EDUCATION:

• Matric

• 2 years experience in an IT environment Knowledge
• 3 years experience supporting and monitoring network systems in an enterprise environment.

• IT related courses (i.e. A+, N+, Microsoft related courses.)
• ITIL

• Responsible for logging faults with various vendors, following up, and escalating using the different escalation matrix.

• Includes all types of network mediums and hardware: Diginet, Adsl, LTE, Metro Ether, Fibre etc. Different types of vendor hardware and peripherals supported: Cisco, Fortinet, Huawei, routers, switches, modems, B Boxes, and Access Points all within the pre-defined processes, parameters and SLA’s.

• Responsible for capturing, updating and resolving incidents in the assignment group. This is managed within the SLA's built for each client, device or link. Escalation of high-priority incidents to Incident Management if need be.

• Confirmation of power and rebooting of equipment, check symptoms, light status, and cable connections.

• Responsible for continuous and accurate communication until resolved status, including escalation to Incident Management for P2 and P1 incidents

• Ability to analyze port status, reports outputs, and router/device information. Run in-depth reports as per client requirements with an in-depth understanding of utilization, packet loss, latency and errors. Checking of IPSLA status. Troubleshooting with L3 and vendors if required. Configuring equipment and testing with onsite engineers or clients. SD Wan Support.

• Teamwork
• Networking
• Action Oriented
• Relating and Networking
• Delivering Results and Meeting Customer Expectations
• Following Instructions and Procedures
• Deciding and Initiating Action
• Persuading and Influencing
• Applying Expertise and Technology
• Analysing
• Coping with Pressures and Setbacks
• Planning and Organising
• Writing and Reporting
• Presenting and Communicating Information
• Working with People