Network Operations Center(Noc) Assistant

Job Summary

This job holder will be responsible for receiving and assigning fiber connections or faults requests as well as proactive monitoring of networks.

Minimum Qualification:Diploma
Experience Level:Mid level
Experience Length:2 years
Job Description

Handle client requests for new internet connection orders, updates,
reports, and other information managed by the NOC.
Monitor all the tickets and incidents that come into the NOC,
and assign them to technicians based on importance and priority to make sure
that the most critical tasks get completed within the set SLA.
Manage monitoring and ticketing tools to ensure proper
workflow of installation, support and maintenance requests.
Proactive monitoring of network Monitoring
Systems to report on the status and performance of customers internet networks.
Fault handling and escalation through to
resolution according to standard operating procedures.
Responding to faults on the clients platforms, and
ensuring regular updates to the client through to resolution of the fault.
Facilitating provisioning of customer networks
to ensure that their service links are up.
Ensure service level agreements are maintained and exceeded.
Maintenance of technical documentation i.e job
cards, processes and procedures used throughout normal operations.
Responsible for answering customers call and providing first
level support and customer service for customer requests.
Liaise with other team members, management, various internal departments and business partners to maintain workflows,
escalate, and ultimately resolve customer service requests.
Foster and contribute toward collaborative working
relationships within the Company operations and across all levels and departments of
the organization to execute service desk functions and company priorities.
Continuously develop and enhance knowledge, skills and
abilities to expand technical and non-technical capabilities.
Ensure further
expansion of skill-set in the products & services supported.
Perform other duties as may be assigned.

Education & Experience

Diploma
or associate degree in Information Technology or related
Must
have 2 years’ experience in handling fiber maintenance-NOC scope.

Desired
skills and attributes.

Must
possess exceptional analytical and problem-solving skills.
Must
have excellent communication skills (verbal and written).
Must be able to manage multiple assignments and people simultaneously.
Must
be a team player, have excellent customer service and interpersonal skills.
Must be able to participate in a 24x7 call-out Rota.