Job Description
Job Description
Responsible for ensuring stability of the network and optimal customer satisfaction. Customer Communication 30%, Incident Logging 20%, Incident Handling 20%, Trouble shooting 20%, Teamwork 10%.
Knowledge and Skills
Knowledge of networks in the telecommunications industry (Cisco WANs / LAN), Knowledge of customer service principles, Knowledge of effective customer engagement.
- Strong written and verbal communication skills in English
- Understanding of network design
- Analytical thinker
- Customer Centricity
- Customer Responsiveness
- Results driven
- Problem solving
- Attention to detail
- Stress tolerance
- Resilience
- Proactivity
- Resilience
Requirements
- Minimum Qualifications: CCNA, ITIL
- Minimum Experience: Minimum of 2 -3 years experience in telecoms sector
- Must be willing to work weekend shifts monthly
- Must be willing to work flexible shifts
- Must be willing to work night shift
- Must have own transport
Job Details
Job Grade: C1
Key Stakeholder Relationships
Internal - Sales, Projects, Ops, Quality Assurance, Carrier Relations. External - Suppliers, Customers.
Key Performance Areas Indicators
Customer Communication
- Deal with Customers, either telephonically or via email, in a courteous, efficient and prompt manner
- Positive feedback from customers
- Emails attended to before end of shift
- Priortise Customer Centricity and utilize empathy in all communications
Incident Logging
- Capture detailed, accurate information of the incident, either telephonically or via email
- Ticket raised within 15 minutes of receiving the call or email
Incident Handling
- Adhere to Standard Operating Procedures
- Ensure compliance with ISO standards
- Follow up on all assigned tickets and ensure Customers are updated hourly
- Timely and accurate feedback
- Escalate outstanding incidents to suppliers or senior engineers for resolution
- Incidents to be resolved with the relevant SLA
- Adhere to daily standards regarding the closing of tickets
Trouble Shooting
- Diagnose the problem, identify the root cause and resolve the issue as quickly as possible
- Adhere to Standard Operating Procedure
Teamwork
- Work with colleagues to achieve overall team goals
- Demonstrate willingness to assist others
- Highlight problems and work with team to find solutions
- Suggest solutions instead of problems
- Take personal ownership of problems with full accountability
- Go the extra mile for the Customer
Desired Skills
- NOC
- telecoms
- ccna
- itil
How to Apply
Apply Now at https://careerjunction.co.za/application/apply-link/2635843
Apply Now ↗
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