NOC Support Agent at Reflex Solutions

A NOC Support Agent plays a critical role in providing technical support and monitoring the health of an organization's network and IT systems. The primary responsibility is to ensure the efficient operation of the network infrastructure, promptly address issues, and assist end-users in resolving technical problems.

Key Responsibilities:

Monitoring and Incident Response:

• Monitor network performance using specialized tools.
• Respond to alerts and incidents promptly, following established procedures.
• Diagnose and troubleshoot network, hardware, and software issues.
• Engage and coordinate with 3rd party vendors (i.e., DFA etc.) to resolve/ update open incidents.

Customer Support:

• Deliver exceptional service to internal and external clients, being the face of Reflex.
• Provide first-line support to end-users experiencing technical problems.
• Respond to help desk / service desk inquiries and resolve issues or escalate to higher-level support as needed.
• Communicate technical information in a clear and understandable manner.
• Assist in support, configuration, and maintenance of network devices.
• First level support of VoIP technology

Ticket Management:

• Create and manage support tickets, documenting all relevant information.
• Categorize, Prioritize, and escalate tickets based on severity and impact.
• Keep users informed about the status and progress of their support requests.
• Respond and resolve all tickets in accordance with the SLA.

Collaboration:

• Collaborate with other support teams, including system administrators, network engineers, and application developers.
• Communicate effectively with both technical and non-technical stakeholders.
• Escalate problems experienced within client infrastructure, timeously, to the NOC Team Leader or Standby Team
• Identify and suggest possible improvements on processes or systems to your Team Leader.

Documentation:

• Maintain accurate records of support activities and resolutions.
• Contribute to the knowledge base by documenting common issues and solutions.

Proactive Maintenance:

• Perform routine maintenance tasks, such as updates and patches.
• Participate in preventive measures to ensure network stability and security.

Reporting:

• Generate and share regular reports on support activities and key performance indicators.
• Provide insights into recurring issues and suggest improvements.
• Assisting in the compiling of RCA/ MI reports each time the Major Incident is dealt with and resolved within NOC.

Training and Development:

• Stay updated on relevant technologies and industry trends.
• Participate in training sessions to enhance technical skills.

Key Responsibilities:

• Customer Satisfaction
• Incident resolution
• Root cause analysis of tickets
• Handling routine checks for the network
• Work closely with Network Operations engineers and other cross-functional teams to define, propose, and deliver innovative solutions.

Qualifications:

Educational Background:

• Networking Qualification or N6 National Diploma for technicians or
• Information Technology Qualification, Computer Science, or a related field.
• At least a minimum Certification as IT Technician
• A+ / N+
• CCNA / HCNA
• or Fortinet certified network security administrator (FCNSA) or Red hat Certified system administrator (RHCSA) or equivalent
• Microsoft Certified IT Professional
• Nagios / PRTG / Other Monitoring System
• ITIL Foundation advantageous

Required Competencies:

• A keen interest in Networking and WAN technology
• Knowledge of OSI Model, IP routing, L2 & L3 VPNs.
• Must be able to demonstrate a customer first approach to support
• The ability to liaise and communicate confidently and professionally with customer representatives at all levels
• Natural aptitude for troubleshooting & problem solving.
• Highly organised and able to work on own initiative to complete the range of tasks required.

Experience:

• 2 – 3 years previous Telecommunications or ICT Industry experience in a technical support role or a network operations center.

Technical Skills:

• Basic understanding of networking concepts and protocols.
• Knowledge of troubleshooting techniques for hardware and software issues.
• Understanding of Network Management Systems.
• Understanding of MetroE Networks, Broadband Networks & Transmission Networks
• Some hands-on experience Huawei or Cisco or Nokia or Calix or Juniper or ADVA or Mikrotik devices
• Familiar with working on Windows 2003/Windows 2008, or Linux based distributions (preferably within a hosting environment)

Communication Skills:

• Strong interpersonal and communication skills.
• Ability to translate technical information for users with varying levels of technical expertise.

Customer Focus:

• Customer-oriented with a commitment to delivering high-quality support.
• Patience and empathy in dealing with end-users.

Adaptability:

• Ability to work in a fast-paced environment and adapt to changing priorities.
• Willingness to learn and apply new technologies.

Availability:

• Flexibility to work in shifts, including weekends and holidays.
• Valid Driver’s License and Own Transport (essential)