NOC Engineer (L1)
vonq-organic
Cape Town
3d ago

Functieomschrijving

The NOC Engineer (L1) will be responsible for providing a managed service to our clients to ensure that their network infrastructure remains operational through proactively monitoring, identifying, investigating, and resolving incidents.

The primary objective of this role is to ensure services are restored with minimal impact on the business while maintaining zero missed service level agreement conditions.

The NOC Engineer (L1) will focus on first-line support for standard and low complexity incidents and service requests.

Key Roles and Responsibilities :

Monitor client Network infrastructure

Resolved incidents within the agreed SLA

Identify and investigate errors prior to business impact

Routinely identify common incidents and opportunities for avoidance as well as general opportunities for incident reduction

Identify incident root cause and proactively implement measures to avoid reoccurrence

Fulfill approved requests following agreed procedures

Provide telephonic or chat support to clients when required

Execute approved maintenance activities as agreed

Provide standby support for clients network infrastructure

Report and escalate incidents where necessary

Ensure the efficient and comprehensive resolutions of incidents and requests

Proactively identify opportunities for work optimization

Update existing knowledge base articles or create new ones

Knowledge, Skills, and Attribute

Ability to communicate and work across different cultures and social groups

Ability to work well in a pressurized environment

Ability to communicate with technical and non-technical individuals

Ability to work longer hours when it is necessary

Ability to apply active listening techniques such as paraphrasing the message to confirm understanding, probing for further relevant information, and refraining from interrupting

Ability to adapt to changing circumstances

Ability to place clients at the forefront of all interactions, understanding their requirements, and creating a positive client experience throughout the total client journey

Ability to drive to client sites when required

Academic Qualifications

Matric

Network related qualification

Additional Data

Additional Job Description Standard career level descriptor for job level :

  • Develops professional experience
  • Applies policy and procedures to solve a variety of issues
  • Build productive internal and external working relationships
  • Receives general instructions on routine work
  • Receives detailed instructions on new work
  • Typically needs a Bachelor’s or equivalent and entry or basic level experience; or an advanced or equivalent degree without experience;
  • or equivalent work experience

    Requirements

    Advantageous certifications :

    Up to date and relevant ITIL certification (Foundation Level)

    Cisco Certified Network Associate - Routing and Switching (CCNA-R / S)

    Cisco Certified Network Associate - Wireless (CCNA-WL)

    Switches and Routers

    Required Experience :

    Entry-level experience IT experience or completion of a relevant intern program

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