Objective and Summary

• To ensure 99.9% availability of Netcom’s Core / Access network.
• To offer support to Netcom technical teams.
• To observe trends and generate network reports for maintaining & enhancing the delivery of quality services.

Key Duties & Responsibilities

• Ensure 99.9% availability of Netcom’s Network
• Fault handling and escalation (identifying and responding to faults on Netcom’s systems and networks, liaising with 3rd party suppliers, service providers handling escalation through to resolution).
• Provide first line diagnostics concerning network observations/occurrences by troubleshooting effectively and reporting efficiently.
• Manage and maintain Netcom’s monitoring system, reporting trends and observations within the network including all aspects of internal and external network devices, services and systems performance (this includes outages and non-outage situations) identifying potential or existing anomalies.
• Provide second level support to resolve complex, technical customer problems as well as rendering support services to Netcom technical teams and other technical teams within NOC internal and external SLA’s.
• Documentation of trouble resolution using ticketing system (Netcare) ensuring all activities comply with standards.
• Develop procedures and work instructions for better performance and execution of NOC activities.
• Function in a 24-hour shift rotation.
• Develop and maintain a solid understanding of Netcom’s products and processes as they evolve.

Requirements

• Essential Skills / Knowledge / Traits
• Strong knowledge on PRTG or similar Network monitoring application
• Work in Internet service provider or Telecommunication company in similar role
• Knowledge on various network tools like PingPlotter, iPerf, nPerf, Wireshark
• Basic ability to assess and prioritize faults and respond or escalate accordingly. Must be able to find answers to technical problems through a variety of mediums
• Basic knowledge on Microwave radio link maintenance & troubleshooting.
• Basic ability to collate and analyze data from various sources.
• Basic knowledge on LAN, WAN networks.
• Basic LINUX/Windows 9/10 systems administration skills.
• Strong documentation abilities.

Experience, Education and/or Professional Qualifications

• Bachelor’s degree in computer science, a related degree or equivalent work experience
• Previous experience in NOC or Technical support Help Desk
• Cisco CCNA certification or Network related Certification / Training