Job Objective: 

To provide first level support for clients, resolve incidents, identify problems through proactive monitoring and manage planned engineering works. To be acknowledged as the client’s champion ensuring high levels of satisfaction and an excellent client experience.

Reporting Line: NOC Team Leader

Key Duties and Responsibilities

• Interface with clients for service assurance and service delivery queries, achieving high levels of client satisfaction
• Proactively monitor alarm management systems for events, create, own and manage trouble tickets for successful incident resolution
• Interface with suppliers to resolve incidents
• Provide incident management support; trouble shooting and resolving all technical incidents at first level
• Ensure all service tickets on NetSuite have correct closure data
• Assist with planned engineering works, including service impact analysis and client’s notifications
• Identify service concerns, issues, challenges and escalate to TAC and Management
• Maintain accurate records, assist with auditing and data cleaning as required
• Assist Field Engineers as required (installation, patching, troubleshooting, testing, inventory)
• Assist with creation of ad hoc reports as needed
• Assist other departments and perform various projects as required

Minimum Qualifications

• Bachelor’s degree in Engineering or IT
• Professional certifications – CCNA/JNCIA, ITIL, MEF

Experience and Skills

• Relevant internship experience preferrably in telecom industry
• Basic knowledge of various technology platforms in transport (SDH, DWDM, OTN) and data (BGP, Ethernet, IP/MPLS)
• Basic knowledge of monitoring systems e.g PRTG, NMS, OMS, Cacti etc
• Effective written and verbal communication skills
• Excellent communications and soft skills, including ability to listen to and summarise and concisely share key information with clients

Attributes

• Integrity, honesty with high ethical standards
• Client focused, relationship builder
• Boundless, passionate, and flexible
• Personal excellence, accuracy, and attention to detail
• Collaborative, achieve results through teamwork and partnership
• Demonstrate ability to manage multiple priorities and solve problems in a fast-paced environment
• Strong analytical skills and ability to collate and interpret data from various sources
• Willing to work on a 24/7 shift including nights, weekends and public holidays / on-call as required