Regional Operations Centre Agent (ROC) - National at Frogfoot Networks (Pty) Ltd

Purpose of the Role

• This role is perfect for someone who enjoys supporting operational teams and keeping things running smoothly behind the scenes. In this position, you will assist the Maintenance Department with a variety of tasks that align with the organisation’s core operations, including general administrative responsibilities and Setout-related duties

Key Responsibilities

Daily Operations & Coordination

• Assign and follow up on maintenance tasks to ensure they are completed correctly and on time.
• Answer calls, emails, and queries from internal teams and assist with finding accurate information.
• Support the Maintenance Supervisors with planning, scheduling, and resolving operational issues.

System Updates & Reporting

• Update platforms such as Solid, Zendesk, UNMS, IRIS, and CMS
• Capture accurate data for faults, maintenance activities, and customer or project records.
• Check all incoming information before updating systems to ensure accuracy.

Communication & Team Support

• Facilitate communication between maintenance teams, NOC/Support, and other departments.
• Provide clear updates, escalate issues when needed, and help ensure teams work together smoothly.
• Assist with customer queries in a professional and friendly manner.

General Administration

• Help keep documents, reports, and maintenance logs organised.
• Maintain an orderly and secure working environment and assist with ad-hoc projects or process improvements.

What You’ll Need to Know

To succeed in this role, you should have:

• Matric (Grade 12) or relevant work experience.
• 6–12 months of experience in a technical support, NOC, or maintenance environment.

Working knowledge of:

• Windows Office suite (Excel, Word, Outlook).
• Solid, Zendesk, UNMS, IRIS, CMS, or similar systems.
• A technical mindset and basic understanding of fibre network. operations.
• Experience working in fast-paced, deliverables-driven environments.

Skills That Will Help You Succeed

• Strong computer literacy (Excel, Word, Outlook).
• Ability to follow procedures accurately and capture data with attention to detail.
• Good problem-solving ability and logical thinking.
• Strong communication skills (written and verbal).
• Ability to work under pressure, prioritise tasks, and meet deadlines.
• Customer service orientation with a calm and helpful approach.