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  • Posted: Jul 9, 2020
    Deadline: Not specified
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    Revolutionising Business Connectivity Established in 2006, BitCo have been perfecting business optimised last mile Internet and telephony services for a decade. BitCo is a national licensed tier 1 Internet and telephony provider. This means they are independent of any third party suppliers to deliver electronic communications over their private Fibre optic a...
    Read more about this company

    NOC Engineer

    NOC Engineer

    • BitCo seeks to employ a vibrant and dynamic individual to join the NOC Team.

    Essential Duties and Responsibilities:

    • Provide professional telephonic support to customers
    • Log and complete service requests via the helpdesk system per standard operating procedures
    • Ensure prompt, regular and accurate feedback to all customers
    • Research, diagnose, troubleshoot and document solutions on faults reported
    • Understand and fulfill service level agreements to customers
    • Take ownership of client faults reported and see problems through to resolution
    • Identify and escalate priority issues timeously and accurately
    • Handle escalations from Tier 1 Support Engineers ensuring feedback and mentoring thereafter
    • Modify or Provision client solutions in case of managed solutions
    • Ensure first call resolution
    • Grow within the department by means of mentoring, research and external training
    • Field overflow of calls from the Tier 1 queue
    • Liaising with all departments and technical resources involved when required
    • Ensure overall customer satisfaction

    Qualifications and Experience:

    • Must have an N+ qualification, Linux, A+ qualification (LPIC-1 preferred) and MTCNA/CCNA will be preferred

    Hard Skills Required:

    • A good understanding of Linux and Asterisk is required for fault finding and resolution.
    • Good understanding of TCP/IP protocols & services - TCP/UDP (VoIP, SIP, VLAN, SNMP, DNS, BGP)

    Knowledge, Soft Skills & Abilities Required:

    • Customer service orientated
    • Possess Excellent verbal and written communication skills
    • Manage client expectations in a professional manner
    • Able to work under pressure to ensure client satisfaction
    • Problem-solving skills
    • Follow standard operating procedures outlined for the support center
    • Willingness to learn
    • Previous experience in a service environment
    • A willingness to work overtime when required
    • A willingness to work shifts on a rotational basis
    • Complying with all other reasonable requests to ensure the job is completed professionally and per BitCo standards within deadlines.

    Method of Application

    Interested and qualified? Go to BitCo on www.linkedin.com to apply
  • Send your application

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