A leading fibre internet connectivity service provider requires the above to provide customers (ISPS) support, monitoring network uptime, reporting outages, escalating support queries and communicating with customers.<\/p>\n
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Job Title: <\/strong>NOC Agent – FTTH – Telecommunications<\/strong> Job Summary:<\/strong> The successful candidate will be responsible for:<\/strong>
\nLocation:<\/strong> Gauteng
\nReference:<\/strong> PS009693-RB-1<\/p>\n
\nDuties & Responsibilities:<\/strong>
\nMinimum requirements for the role:<\/strong>
\nA matric is essential for this role.
\nExperience having worked in the telecommunications or fibre or related industry is essential.
\nExperience having worked in a call centre environment or related customer services or related environment is essential.
\nMust be able to handle software that allows the organization to store, organize, synchronize and search records relating to customer interactions.
\nMust have a good understanding of network device configuration.
\nMust have a strong working knowledge of MS Office software packages.
\nGood understanding and problem-solving ability regarding ICT networking within telecom\u2019s arenas.
\nMust be able to work as part of a team to achieve work goals and targets.<\/p>\n
\nUpholding an excellent company representation by providing customers (ISPS) support to monitor network uptime, report outages, escalate support queries and communicate with customers on progress of resolution.
\nLogging all customer reported incidents on the incident ticket system accurately to ensure tracking, efficiency and effective management of the reported incident until resolution.
\nEscalating logged tickets and calls to second or third \u2013 line support, accounts and maintenance contractors (on-site).
\nFollowing up on all logged tickets and call, until feedback and resolution can be given to the customer.
\nFollowing correct procedures as given by the management. Suggesting new and more efficient procedures where necessary, and implementing same with the approval of management.
\nAssisting customers with basic troubleshooting where needed.
\nActively monitoring the network and fibre faults, take a proactive approach in informing customers (ISPS) of any fibre breaks and faults.
\nUpholding a high QA standard on phone and mail etiquette.
\nTroubleshooting of all network related issues.
\nEscalating incidents where applicable, and following up until a resolution is provided.
\nMonitoring of uptime and downtime of equipment, network links and services.
\nMonitoring of the network management systems, and any other backhaul providers on the network.
\nPerforming any other work-related duties and responsibilities that may be assigned from time-to- time by management.
\nEnsuring all the above outlined duties and tasks are done in alignment with the \u201ccustomer excellence\u201d strategy.
\nSalary package, including benefits, is highly negotiable depending on experience gained.<\/p>\n