Jobs at Netcom Africa

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 Teleco 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

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Objective & Summary

Your primary responsibility will be to provide technical assistance and support to our customers, ensuring their satisfaction and successful use of our products or services. You will serve as a bridge between our customers and our technical teams, helping to troubleshoot and resolve technical issues while maintaining excellent customer relationships. Your role will be critical in ensuring a positive customer experience and driving customer loyalty.

Key Duties & Responsibilities

• Respond promptly and professionally to customer inquiries via phone, email, or chat regarding internet service issues, billing inquiries, and general support questions.
• Provide technical assistance to customers in troubleshooting and resolving internet connectivity problems, including router configurations, network setups, and basic hardware or software issues.
• Offer comprehensive explanations of services, pricing plans, and features to potential and existing customers, ensuring they have a clear understanding of our offerings.
• Accurately log customer interactions, inquiries, and resolutions in the ticketing system to maintain a comprehensive customer support database.
• Collaborate with internal teams, such as Core Network Support, Access Network and System support, to escalate and resolve complex technical issues that require specialized expertise.
• Identify and escalate potential service disruptions or network-related problems to the appropriate department for swift resolution.
• Proactively identify opportunities to improve customer satisfaction and service efficiency, suggesting process enhancements or product improvements when necessary.
• Stay up to date with industry trends, new technologies, and ISP service offerings to provide informed assistance and advice to customers.

Requirements

Essential Skills / knowledge / traits

• Strong problem-solving skills and the ability to diagnose and troubleshoot technical issues.
• Excellent communication skills, both written and verbal, with the ability to convey technical information to non-technical audiences.
• Proficiency in using help desk software, customer support tools, and remote support technologies.
• Familiarity with a range of operating systems, software applications, and networking concepts.
• Patience, empathy, and a customer-centric attitude.
• Ability to work independently and collaboratively in a fast-paced environment.
• Certifications in relevant technologies or platforms may be a plus.

Experience, Education and/or Professional Qualifications

• Bachelor's degree in a relevant technical field (e.g., Computer Science, Engineering, Information Technology) or equivalent practical experience.
• Proven experience in technical support, customer service, or a related role.