MBV IT: Junior NOC Agent

MBV IT Invites Unemployed Graduates to Apply for the Junior NOC Agent

Closing Date: 31 January 2024
Job Type: Permanent
Location: Johannesburg, South Africa

Job Description

Responsibilities:

Network Monitoring:

• Monitor network systems and infrastructure using network management tools to identify and address issues promptly.
• Respond to alerts and alarms generated by network monitoring tools, ensuring timely and effective resolution.

Incident Management:

• Acknowledge, document, and categorize incidents reported by users or detected through monitoring systems.
• Work on incident resolution, escalating more complex issues to senior NOC staff when necessary.

Troubleshooting:

• Perform initial troubleshooting of network-related issues, including connectivity problems and hardware failures.
• Collaborate with other IT teams and vendors to resolve issues efficiently.

Documentation:

• Maintain accurate and up-to-date documentation of incidents, resolutions, and standard operating procedures.
• Contribute to the knowledge base with troubleshooting guides and solutions for common issues.

Communication:

• Communicate with end-users, internal stakeholders, and external vendors regarding incident status and resolution updates.
• Provide clear and concise information to senior NOC staff for escalation purposes.

Shift Handover:

• Conduct thorough shift handovers, ensuring that incoming staff are briefed on ongoing issues, recent incidents, and any relevant information.
• Document and communicate unresolved issues to ensure continuity of support.

Performance Monitoring:

• Monitor and report on network performance metrics, identifying trends and areas for improvement.
• Collaborate with senior NOC staff to implement performance enhancements.

Security Monitoring:

• Assist in monitoring and responding to security incidents, including potential security breaches and vulnerabilities.
• Collaborate with the security team to implement and enforce security policies.

Network Maintenance:

• Perform routine maintenance tasks, such as software updates, configuration changes, and system backups.
• Coordinate with senior NOC staff for scheduled maintenance activities.

Training and Development:

• Participate in training sessions to enhance technical skills and knowledge.
• Stay informed about industry best practices and emerging technologies.

Customer Service:

• Provide excellent customer service to end-users by addressing inquiries, resolving issues, and ensuring a positive user experience.
• Escalate complex or unresolved issues to senior NOC staff as needed.

IT Degree
IT Diploma

CCNA would be advantageous