Network Monitoring Agent at HeroTel

PURPOSE OF THE ROLE: 

The role will be responsible for monitoring the network National Monitoring Systems to detect any hardware issues on the network. As the first eyes on events that occur on the network, the Monitoring Agent responds talerts from the National Monitoring Systems. While providing the highest level of customer service, the Monitoring Agent, communicates the alerted information via the appropriate channels and communicates feedback of the alerts accordingly. Following an escalations matrix, the Monitoring Agent, will escalate alerts accordingly, until resolved.

Key Performance Areas would include, but are not limited to:

• Logging of all service outages or interruptions.
• Follow up on the status of any logged and escalated outages.
• Managing, maintaining, and ensuring the accuracy of the Monitoring Systems
• Generate reports that track service availability and performance of all managed and monitored systems and services.
• Keep customer and management informed on status updates on issues, complaints and escalations, and document these actions on tickets.
• Follows and implements service delivery processes and procedures
• Updates process and procedure documentation as needed
• Tdevelop a good all-round understanding of systems and networks.
• Stay informed of customer support processes
• Maintains and expands customer relationships through:
• Excellent verbal and written communication skills
• Understanding how tdeliver quality service while adhering tservice level agreements (SLAs) in a fast-paced environment.

The successful candidate must have the following experience/skills and competencies:

• The ideal candidate will have the ability tlearn quickly in a fast-past environment
• The ideal candidate will enjoy working with customers and helping them resolve their queries.
• Relevant training will be provided
• The ideal candidate will have:
• Computer knowledge with ability toperate keyboard for data entry.
• Microsoft Office proficiency
• Familiarity with the fundamental principles of a SLA
• Attention tdetail when creating & updating tickets in a ticketing system and in composing,keying, and proofing professional business materials
• Friendly presence and helpful attitude while on the phone with customers or among team members
• Be professional and have a sense of urgency.
• Understands the importance of regular follow up and status updates tcustomer and management on issues, complaints and escalations, and documents these actions in tickets.
• Experience in working from a ticketing system as part of a larger team will be beneficial
• Have proven troubleshooting methodology and a desire tsolve challenges
• Will be organized and dependable
• Technical acumen. Able tlearn about computer and Internet networking and related concepts.
• Valid drivers license and own transport essential

Qualifications:

• Grade 12 is required
• A relevant tertiary diploma or degree will be beneficial