Permanent
NOC Engineer Tier 1 x 2
Unknown, Unknown
unknown
Closing date not listed
About this role
Automotive - Automotive Technician
Gauteng
FULL TIME
Job Summary
2 to 3 years experience
CCNA and ITIL certifications a must
African Male and Coloured Male only
Shift Work
Job Purpose.
* Responsible for ensuring stability of the network and optimal customer satisfaction.
Key Performance Areas
* Customer Communication 30%
* Incident Logging 20%
* Incident Handling 20%
* Trouble shooting 20%
* Teamwork 10%
Competency Requirements for Position
Knowledge
* Knowledge of networks in the telecommunications industry (Cisco WANs / LAN)
* Knowledge of customer service principles
* Knowledge of effective customer engagement
Skills
* Strong written and verbal communication skills in English
* Understanding of network design
* Analytical thinker
* Customer Centricity
Behavioral
* Customer Responsiveness
* Results driven
* Problem solving
* Attention to detail
* Stress tolerance
* Resilience
* Proactivity
* Resilience
Minimum Qualifications:
* CCNA
* ITIL
Other requirements
* Must be willing to work weekend shifts monthly
* Must be willing to work flexible shifts
* Must be willing to work night shift
* Must have own transport
Job Grade:
* C1
Key Stakeholder Relationships
Internal
* Sales
* Projects
* Ops
* Quality Assurance
* Carrier Relations
External
* Suppliers
* Customers
Key Performance Areas & Indicators
Customer Communication
* Deal with Customers, either telephonically or via email, in a courteous, efficient and prompt manner. - Positive feedback from customers - Emails attended to before end of shift
* Priortise Customer Centricity and utilize empathy in all communications.- Phones answered within 3 rings
* All emails to be written in appropriate business language - Professional company image
* Ensure “active” listening at all times when dealing with Customers - Accurate, clear understanding of the issue
Incident Logging
* Capture detailed, accurate information of the incident, either telephonically or via email - Ticket raised within 15 minutes of receiving the call or email
Incident Handling
* Adhere to Standard Operating Procedures - Ensure compliance with ISO standards
* Follow up on all assigned tickets and ensure Customers are updated hourly - Timely and accurate feedback
* Escalate outstanding incidents to suppliers or senior engineers for resolution - Incidents to be resolved with the relevant SLA
* Adhere to daily standards regarding the closing of tickets - Minimum of 10 tickets closed daily
Troubleshooting
* Diagnose the problem, identify the root cause and resolve the issue as quickly as possible - Adhere to Standard Operating Procedure
Teamwork
* Work with colleagues to achieve overall team goals - Demonstrate willingness to assist others
* Highlight problems and work with team to find solutions - Suggest solutions instead of problems
* Take personal ownership of problems with full accountability. - Go the extra mile for the Customer
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