Jobs at Frogfoot Networks (Pty) Ltd

Job Description

Frogfoot is in search of a NOC Tier 1 Engineer to join our Assurance team. 

• This role is perfect for someone who enjoys working closely with team members and customers to deliver the best technical support and create an exceptional customer experience. As a NOC Tier 1 Engineer, you are expected to have a solid understanding of network fundamentals, enabling you to interact effectively with vendors and internal stakeholders to provide high-quality support.
• The ideal candidate has strong technical capabilities, thrives in a fast-paced and high-energy environment, and is proactive and passionate about delivering world-class customer service. You will collaborate with all departments and key stakeholders to ensure customers receive a high level of satisfaction.
• At its core, the purpose of the role is to provide support to our customers and resolve their technical incidents and problems, ensuring issues are handled professionally, efficiently, and with excellent communication.
• On a typical day, you will be responsible for resolving customer cases across multiple channels, including tickets, phone, email, WhatsApp, and other platforms. You will apply structured troubleshooting techniques and work closely with customers to uncover and resolve the root cause of their issues.
• This is a 24/7 operational role, which includes standby duties and overtime as required. Performance is measured through quarterly KPI reviews to support continuous improvement and excellence in service delivery.

Key Responsibilities

• Identify, prioritise, and resolve incidents received from customers and internal departments.
• Provide 1st-level technical support to customers, internal teams, and other support tiers.
• Troubleshoot a wide range of networking issues and apply correct diagnostic tools (ping, traceroute, nslookup, etc.).
• Provide remote support to on-site engineers and end users during troubleshooting.
• Ensure incidents are managed effectively in line with company policies, technical standards, and required timelines.
• Maintain accurate and timely customer communication while owning issues end-to-end through to resolution.
• Escalate faults to external vendors or internal departments when required, ensuring full ownership and follow-through.
• Support other NOC engineers to achieve first-call resolution and high-quality service.
• Follow standard escalation procedures for unresolved issues.
• Liaise and collaborate with vendors and internal departments to resolve complex technical faults.
• Ensure all tickets are escalated timeously to maintain SLA compliance, escalating further to management where needed.
• Assist the Training Manager with creating technical training material.
• Support management with reporting tasks, including SLA reports, trend analysis, and root cause analysis (RCAs).
• Contribute to continuous documentation and administrative duties where required.

What You’ll Need to Know

To succeed in this role, you should have:

• Education: Matric (essential); A+ or N+ (essential).
• Experience: 1+ years IT / Network technical support experience (essential), ideally in networking or telecoms.
• Basic to intermediate networking concepts (LAN, WAN, routing).
• IP addressing and subnetting (IPv4 and IPv6).
• Network and routing protocols.
• DHCP and PPPoE (advantageous).
• Troubleshooting tools such as traceroute, ping, nslookup, etc.
• Fibre and networking fundamentals.
• Use of Microsoft Office (Word, Excel, PowerPoint).
• Working in a 24/7 operational environment with shifts, after-hours work, and standby rotation.

Skills That Will Help You Succeed

• Strong analytical and troubleshooting abilities.
• Ability to assess and prioritise faults effectively.
• Clear and confident communication skills with both customers and internal stakeholders.
• Strong customer orientation with the ability to create a positive experience during technical interactions.
• Ability to work well under pressure and adapt to changing circumstances.
• Ability to work independently and collaboratively in a multicultural team.
• High degree of self-motivation, accountability, and follow-through.
• Technical reporting (SLA reports, RCAs, trends) and documentation skills.
• Ability to support others through knowledge-sharing and training assistance.

Qualities We Value at Frogfoot

• Customer-first mindset in every interaction.
• Proactive attitude and willingness to go the extra mile when needed.
• Resilience and composure in fast-paced or high-pressure situations.
• Team-oriented mindset with strong collaboration skills.
• Professional ethics, reliability, and integrity.
• Strong problem-solving mindset with a desire to learn and grow.
• Flexibility, adaptability, and willingness to work shifts in a 24/7 environment.

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Purpose of the Role

• The NOC Supervisor is responsible for overseeing the day-to-day operations of the Network Operations Centre (NOC), providing leadership and support to NOC Engineers across assigned shifts. As the first point of escalation for technical and operational matters, you will ensure that incidents are effectively managed, workflows run smoothly, and our clients receive a high standard of service.
• This role bridges the gap between the NOC team and management, combining strong technical expertise with people leadership, coaching, and operational oversight in a fast-paced, 24/7 environment.

What You'll Be Responsible For

Leading the NOC Team & Shift Operations

• Supervising and supporting NOC Engineers during assigned shifts to ensure work is completed efficiently and effectively.
• Providing coaching, mentoring and technical guidance to team members when required.
• Ensuring appropriate staffing levels and balanced workloads across shifts.
• Managing effective shift handovers to ensure continuity between teams.
• Promoting high standards of professionalism, punctuality and client service.

Managing Incidents & Escalations

• Acting as the first point of escalation for incidents and technical issues that cannot be resolved at an Engineer level.
• Overseeing troubleshooting efforts and supporting the accurate identification of root causes.
• Coordinating with internal technical teams and external vendors to drive the timely resolution of incidents.
• Ensuring clear and professional communication with clients during high-impact incidents.
• Reviewing major incidents to ensure that resolutions and documentation are complete and accurate.

Driving Operational Excellence

• Monitoring NOC dashboards and alerts and ensuring incidents are responded to appropriately and within the required timeframes.
• Ensuring that tickets, incidents and client communications are accurately recorded.
• Maintaining compliance with SOPs, escalation protocols, SLAs and relevant security and regulatory requirements.
• Identifying operational gaps and opportunities to improve processes and ways of working.

Monitoring Performance & Reporting

• Maintaining accurate shift logs and records of incidents, escalations and significant client communications.
• Providing regular reporting to the NOC Manager on team performance, incidents and operational trends.
• Monitoring SLA performance and identifying potential risks or recurring issues.
• Providing meaningful observations and feedback to support employee performance management.

Developing Your Team

• Coaching and mentoring NOC Engineers to strengthen their technical troubleshooting and client interaction skills.
• Identifying skills gaps and supporting relevant training and development opportunities.
• Encouraging knowledge sharing and collaboration across the team.
• Fostering a client-first culture and a high-performing, supportive team environment.

What You'll Need to Have

• A Diploma or Degree in Information Technology, Networking, Telecommunications or a related field would be advantageous, although relevant equivalent experience will also be considered.
• 3–5 years' experience in a NOC or technical operations environment.
• At least 1–2 years' experience in a supervisory or team leadership capacity.
• Experience working with enterprise-grade monitoring systems and ticketing platforms.
• A solid understanding of incident and escalation management, as well as client communication protocols.
• Experience leading or working within a 24/7 shift-based operational environment.

Skills That Will Help You Succeed

• Strong technical troubleshooting and diagnostic abilities.
• The ability to lead, motivate and support a technical team in a fast-paced environment.
• Excellent communication and interpersonal skills.
• A client-focused approach with strong client-facing experience.
• The ability to remain calm, decisive and solution-focused under pressure.
• Knowledge of network monitoring tools, ticketing systems and escalation processes.
• Familiarity with ITIL principles for incident and problem management.

Qualities We Value at Frogfoot

At Frogfoot, we value people who take ownership, work collaboratively and are committed to delivering excellent service. For this role, we are looking for someone who:

• Leads by example and supports the growth and success of their team.
• Takes ownership and is comfortable making decisions in a fast-paced environment.
• Stays calm under pressure and approaches challenges with a solution-focused mindset.
• Communicates openly and professionally with colleagues, clients and stakeholders.
• Values continuous improvement and is always looking for ways to improve processes and performance.
• Puts the client first and understands the importance of delivering a reliable and high-quality service.
• Works collaboratively and promotes knowledge sharing across the team.