Network Operations Center Noc Technician Service Desk Agent

KwaZulu-Natal, Full Time

Position
The NOC handles a multitude of items including scheduled proactive maintenance, automated alerts (including Security), changes, documentation maintenance, and other functions to ensure that the IT ecosystems supported enjoy maximum uptime with minimum unplanned outages. The NOC runs 24/7/365 and is required to be staffed at all times.
The representatives of a NOC are individuals (called NOC Technicians) and among the NOC technicians they self-manage to ensure their works are always taken care of and shifts are always covered.

 
Main Responsibilities:
NOC Technicians resolve any issues related to the servers, networks, and telecommunications by consistently troubleshooting and monitoring. The skills required for an NOC, or Network Operations Center include network support, network administration and management, switching and routing, along with Linux. The responsibilities are extensive and require highly skilled individuals.
Core Responsibilities of the NOC Technician at THUSA
Because they are responsible for monitoring multiple networks and systems, NOC jobs are very demanding. The NOC Technicians maintain uptime for all IT systems by monitoring network errors, malware, and all issues pertaining to security. To maintain efficiency and an ideal network environment, NOC Technicians are required to study their systems to make decisions quickly.

Troubleshooting and Resolution: Being a NOC Technician means they are in charge of resolving all issues concerning their IT services. The NOC Technician uses standard procedures to troubleshoot and resolve any issues concerning the network. They are always working with other IT teams, customers, and vendors to enhance the routing performance.
Alarm Handling and Escalation: The NOC technician’s principal role is troubleshooting all technical and quality-related issues. In some instances, the issues are far too complex to be fixed quickly. This is when the NOC technician must approach upper management for assistance. They must simultaneously maintain communication with the vendors and the team to ensure they remain updated on any issues.
Client Interaction: A NOC Technician also must regularly interact with customers. Additionally, they must treat customers with diplomacy and politeness. Although the role of the NOC Technician varies slightly according to the situation, they must handle both the non-technical and technical requirements of the customer.
Documentation and Reporting: An NOC Technician provides network assistance by working in close contact with vendors and clients. The NOC Technician must ensure their knowledge base is current and accurate, and all technical issues must be tracked and documented in a detailed format.
Identification and prevention of any potential issues regarding the network.
Making recommendations for improvements in organizational productivity and the network.

Desired Experience & Qualification

Grade 12 Senior Certificate
Currently A+ and N+ or equivalent Certification
2+ years of industry-relevant Experience in email/phone/onsite troubleshooting.
Excellent English communication skills (both written and verbal)
A good understanding of PC software and hardware troubleshooting.
Completion of all stated internal and external training as per the individual Personal Development Plan.

Competencies:

VMware Experience (Basic)
Mac Workstation Experience (Intermediate+)
Microsoft Office Application Support Experience (Expert)
Internet Connectivity Support Experience (Expert)
Advanced Networking Experience
Experience Administering cloud services
Windows Server Administration and Support certification.
Exchange Server Administration and Support certification.
Minimum 3 years of industry-relevant Experience in email/phone/onsite
Broad-based knowledge of industry-standard software products in support of customer environments.
The ideal candidate is an accurate, attention to detail-, honest, confident yet humble, self-starting, persevering individual who takes initiative and is proud of their work.
They must have a good understanding and knowledge of IT hardware and software and be a keen problem solver with a passion for technology and continuous learning.
They must be able to work well both independently and as part of a team.

Requirements:

Must be a South African citizen or have a valid work permit.
Must have a Grade 12 certificate
Recent certifications such as ITIL, MCSA, CCNA, CISP, etc
All home-based setups require the following:
 A quiet and dedicated place for the technician to work, free from any interruptions or distractions.
Reliable and stable internet with a minimum speed of 10Mbps dedicated to the technician.
If the technician is engaging with users telephonically, via voice chat, or via video chat fiber-based internet is mandatory.
A UPS capable of powering the technician’s Home Internet Router and laptop for up to 4 hours that is always connected up and charged.
 All video and voice calls are to be done using a headset with cameras turned on in the event of a video call. If a technician does/ not or cannot comply with any of these, they are not permitted to work from home and must perform their shifts from the office.

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