NOC Agent

NOC Agent: Job Description
Department: Network Operations Centre
Reporting To: NOC Specialist
Location: Johannesburg
Education: Relevant ICT/IT experience
Experience: 1 year
Position Summary (Main Purpose)
The NOC Agent is responsible for monitoring the core network, addressing all tickets logged with the Network Operations Centre, and troubleshooting issues. They will ensure proper processes are followed for repairs or escalate tickets to the appropriate departments.
Working Conditions

• This role will require working in the office on a rotational shift roster, including weekends and public holidays.
• Overtime may be required as needed.
  

Key Responsibilities

• Tracking and managing tickets
• Providing regular updates to clients
• Coordinating and dispatching technicians
• Performing first line checks
• Troubleshooting issues
• Maintaining service level agreements (SLAs)
• Monitoring the network
• Coordinating escalations
• Conducting first line checks for connectivity, voice, and security
  

Skills

• Excellent communication skills
• Self-motivated with strong attention to detail
• Ability to work well with clients and in a team environment
• Strong critical thinking and problem-solving skills
• Executing all process activities accurately and on time
• Effective time management
• Proficient in Microsoft Excel
  

Competencies

• Comfortable working rotational shifts
• Able to handle and prioritise tasks under pressure
• Strong team player
• Organised and able to coordinate tasks effectively
  

Qualifications And Experience

• Grade 12 or equivalent
• A+, N+, CFOT (advantageous)
• Experience with fibre and wireless NOC support
• Experience with voice NOC support (advantageous)
• Knowledge of WAN/LAN systems
• Experience with Cisco, Cienna/Arista support
  

Hard Skills Required

• Proficient in computer skills
• Must be skilled in Microsoft Office Suite.
  

Character Traits
Integrity: Honesty, trust, and respect for others
Accountability: Responsible and reliable in fulfilling role and responsibilities
Communication: Open communication, feedback, and collaboration
Passion: Passionate and dedicated to making a positive impact and taking pride in work
Empowerment: Sharing knowledge to support the success of others