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