Network Monitoring Agent

Network Monitoring Agents x 6

Stellenbosch

We are looking for energetic individuals (x6) who are eager to learn and serve our internal Network customers with excellence! These exciting new roles will form part of a new department within our National NOC team, with the main purpose of improving our services to our internal NOC customers. If you enjoy working with customers and problem solving, this role might be for you. Full training will be provided on the National Monitoring Systems, as well as delivery processes and procedures. This is an on-site role, to be based at Stellenbosch and will report to the Monitoring Team Leader.

PURPOSE OF THE ROLE:

• The role will be responsible for monitoring the network National Monitoring Systems

to detect any hardware issues on the network.

As the first eyes on events that occur on the network, the Network Monitoring Agent responds to alerts from the National Monitoring Systems.

While providing the highest level of customer service, the Network Monitoring Agent, communicates the alerted information via the appropriate channels and communicates feedback of the alerts accordingly.

Following an escalations matrix, the Network Monitoring Agent, will escalate alerts accordingly, until resolved.

Key Performance Areas would include, but are not limited to:

• Maintains and expands customer relationships through:
• Excellent verbal and written communication skills
• Understanding how to deliver quality service while adhering to service level agreements (SLAs) in a fast-paced environment
• Follows and implements service delivery processes and procedures
• Stay informed of customer support processes
• Updates process and procedure documentation as needed
• Managing, maintaining, and ensuring the accuracy of the Monitoring Systems
• Generate reports that track service availability and performance of all managed and monitored systems and services.
• Logging of all service outages or interruptions.
• Follow up on the status of any logged and escalated outages.
• To develop a good all-round understanding of systems and networks.
• The successful candidate must have the following experience/skills: -
• The ideal candidate will have the ability to learn quickly in a fast-paced environment
• The ideal candidate will enjoy working with customers and helping them resolve their queries
• Relevant training will be provided
• The ideal candidate will have:
• Computer knowledge with ability to operate keyboard for data entry
• Microsoft Office proficiency
• Familiarity with the fundamental principles of SLA
• Attention to detail when creating & updating tickets in a ticketing system and in composing, keying and proofing professional business materials
• Friendly presence and helpful attitude while on the phone with customers or among team members
• Be professional and have a sense of urgency
• Understands the importance of regular follow up and status updates to customer and management
• on issues, complaints and escalations, and documents these actions in tickets
• Experience in working from a ticketing system as part of a larger team will be beneficial
• Have proven troubleshooting methodology and a desire to solve challenges
• Will be organized and dependable
• Technical acumen.
• Able to learn about computer and Internet networking and related concepts.

Qualifications

• Grade 12 is required
• A relevant tertiary diploma or degree will be beneficial