Key Responsibilities
Troubleshooting Support:
- Respond to and resolve network issues reported by end-users or escalated by support teams.
- Learn and apply troubleshooting techniques for hardware, software, and network connectivity.
- Assist in the timely resolution of incidents, minimizing downtime and impact on operations.
- Collaborate with team members to escalate issues as needed.
- Maintain accurate records of troubleshooting activities, including steps taken and solutions applied.
- Contribute to the knowledge base by documenting common issues and resolutions.
- Work closely with other team members, including senior engineers, to learn and share knowledge.
- Participate in team discussions to understand and resolve complex issues.
- Actively participate in training sessions to enhance technical skills.
- Stay updated on industry best practices and emerging technologies.
- Learn to use network monitoring tools to identify and address performance issues.
- Assist in the analysis of network performance metrics.
- Provide support to end-users, helping them with basic network-related queries and issues.
- Develop effective communication skills for interacting with end-users.
- Learn about automation tools and assist in basic automation tasks.
- Contribute ideas for streamlining troubleshooting processes through automation.
Educational Background:
Diploma / Associate degree or equivalent in Information Technology, Computer Science, or a related field, Telecommunications or N6 National Diploma for technicians
Technical Skills
- Basic understanding of networking concepts, protocols, routing and switching and troubleshooting methodologies.
- Familiarity with common operating systems (Windows, Linux).
- Proficiency in troubleshooting hardware, software, and network-related problems.
- Experience with network monitoring and diagnostic tools.
- A minimum of 3-5 years work experience in NOC Role at an advanced level.
- Relevant networking certifications required:
- N+
- HCIA and/or CCNA
- Microsoft certified solutions associate (MCSA)
- ITIL Foundation
- ITIL Service Operations (advantages)
- Knowledge and working experience in below advantageous:
- IP Connectivity
- Understand communication protocols (e.g. VLANS, Spanning Tree, ERPS, Routing)
- Basic Router and Switch Configuration Knowledge
- Basic troubleshooting procedures
- Basic Interior Gateway Protocol standards (OSPF; ISIS; BGP)
- Network management tools and techniques (PRTG; Libre NMS; Netbox; NCE; u2000)
- Structured cabling; Cable Management
- Network Security
- Network Backups
- Fibre experience and knowledge will be an advantage.
- GPON
- Active Ethernet
- Required to work afterhours and standby.
- Basic Troubleshooting skills and the ability to diagnose/resolve network system problems.
- Strong interpersonal and communication skills.
- Willingness to learn and adapt communication styles for different audiences.
- Developing analytical and problem-solving skills.
- Ability to analyze information and follow logical troubleshooting steps.
- Ability to work well within a team environment.
- Eagerness to learn from experienced team members.
- Ability to adapt to changing priorities and technologies.
- Openness to learning new tools and techniques.
- Willingness to work in shifts and participate in on-call rotations as needed.
- Valid Drivers License and Own Transport (essential)
