Job Crystal
A Multinational leading ISP with large scale national network is looking for a Tier 3 NOC Support Agent. The Employee assigned to this position is responsible for installations, monitoring and supporting our growing WAN network, troubleshooting network problems and outages and scheduling upgrades. The goal is to ensure the high availability of the company’s network in order to provide best in class service to our clients. Remote
RESPONSIBILITIES:
- Monitoring of the network (NMS & Observium)
- Fault logging and escalation
- Fault finding & link restoration
- Scheduling of internal teams to repair faults
- Customer relationship management – Internal & External
- Outage and maintenance notifications:
- Noticeboard
- IVR
- Emails
- Ticketing System
- Telegram group
- WhatsApp Support
- Escalate faults out of SLA with Vendor
- Care of platinum customers
- First line of support for higher tier queries
- Servicing of afterhours queries and maintenance confirmations from infrastructure providers
- Afterhours monitoring of faults and client updates
- Provide clients with RFOs
- Following up with Vendor on faults and providing client with updates
- Be willing to assist with any new tasks as and when required by the company
REQUIREMENTS:
- High school diploma or equivalent
- Prior experience working in a Network Operations Center, Suport Desk or similar role
- ISP experience advantageous
- Strong knowledge of networking concepts, protocols, and technologies (e.g., TCP/IP, DNS, DHCP, routing, switching, firewalls)
- Familiarity with network monitoring tools and incident management systems
- Excellent problem-solving and analytical skills with the ability to quickly assess and resolve network issues
- Ability to work independently and efficiently in a fast-paced 24/7 environment
- Strong communication and interpersonal skills, with the ability to collaborate effectively with team members and stakeholders
- Certifications such as CCNA, MTCNA or equivalent are a plus
Job Type: Full-time
Pay: Up to R12 000,00 per month
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