FACT Ongoing Job Vacancy – Apply Now!

Job Title: Front Office NOC Operator
Location: Johannesburg

Duties & Responsibilities:
Incident Management and SMS:
▪ Ensuring that power related faults are correctly diagnosed and escalated by providing 24/7 site monitoring on a shift basis.
▪ Inform the field engineers and maintenance contractors of faults and track corrective actions till faults are cleared.
▪ Provide on an hourly basis the network status and updates for sites down and every two hours the alarms status to the field engineers and Management.

Escalation:
▪ Escalate on time in compliance with the SLA to the appropriate resource and Management all critical network incidents in order to take appropriate decision and speed up the resolution.
Ticketing:
▪ Create, update and close all tickets (incidents and access tickets) with the appropriate reason. All the tickets created MUST be closed once the incident is closed and the reason of the incidents must be logical according to the site topology and the technicians feedback.
▪ Responsible for correctly forwarding tickets to field support engineers, following up on tickets and ensuring a speedy response;
▪ Review and general clean-up of Ticket queue and ensure timely resolution to trouble tickets

Reporting:
▪ Prepare Reliable reports (Hourly report – High temp report – Handover report – Power issue – etc …) using word and excel on daily basis
▪ Report any failure not related to power to the concen partner, even when the power is solved for them to take necessary actions

Clients request:
▪ Follow up all client’s requests and ensure to respond within the SLA to their request until final resolution;
▪ Communicate regularly with customers via e-mails or phone calls in order to give them an update on the progress of their requests.

Call management:
▪ Ensure to receive all calls from field teams, customers/Partners and any one else in order to minimize consequently the number of calls dropped;
▪ Always check the missed calls and ensure to call the related person In order to inquire about his request;
Remote access:
▪ Always grant access remotely to the field team and escalate to the Back Office team any issue related to the system and that cannot allow access remotely to the requestor for a proper check and resolution.
SBC’s NOC:
▪ Work closely with SBC’s NOC and have a total control on all incidents they manage until quick and complete resolution;

Desired Experience & Qualification:
3years Diploma in IT/Electrical/Telecommunication or any other related field
Excellent computer skills and extensive knowledge of Microsoft Office software.
Clear, concise and informative reporting skills.
Any other Technical Telecommunication certification is a plus
Telecommunication Power Monitoring experience is a plus.
A minimum of 2 years NOC experience in Monitoring

To Apply:

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