Remote 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

• 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.