NOC Engineers- Tier 1 (CCNA + ITIL) x2

SUMMARY:

• Responsible for ensuring stability of the network and optimal customer satisfaction.

POSITION INFO:
Key Performance Areas

• Customer Communication 30%
• Incident Logging 20%
• Incident Handling 20%
• Trouble shooting 20%
• Teamwork 10%

• Knowledge of networks in the telecommunications industry (Cisco WANs / LAN)
• Knowledge of customer service principles
• Knowledge of effective customer engagement

• Strong written and verbal communication skills in English
• Understanding of network design
• Analytical thinker
• Customer Centricity

• Customer Responsiveness
• Results driven
• Problem solving
• Attention to detail
• Stress tolerance
• Resilience
• Proactivity
• Resilience

• CCNA
• ITIL

• 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

• C1

• Sales
• Projects
• Ops
• Quality Assurance
• Carrier Relations

• Suppliers
• Customers

• 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 utilize 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

• Capture detailed, accurate information of the incident, either telephonically or via email - Ticket raised within 15 minutes of receiving the call or email

• 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

• Diagnose the problem, identify the root cause and resolve the issue as quickly as possible - Adhere to Standard Operating Procedure

• 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