Front Office NOC Operators

Our client in the engineering sector are currently looking for Front Office NOC Operators. They are in the business of providing a wide range of communications infrastructure solutions and managed services to help their customers achieve their connectivity goals.

Role:

Incident Management and SMS:

• Ensuring that power related faults are correctly diagnosed and escalated by providing 24/7 site monitoring on a shift basis.
• Inform the field engineers and maintenance contractors of faults and track corrective actions till faults are cleared.
• Provide on an hourly basis the network status and updates for sites down and every two hours the alarms status to the field engineers and Management.

Ticketing:

• Create, update and close all tickets (incidents and access tickets) with the appropriate reason. All the tickets created MUST be closed once the incident is closed and the reason of the incidents must be logical according to the site topology and the technician’s feedback.
• Responsible for correctly forwarding tickets to field support engineers, following up on tickets and ensuring a speedy response;
• Review and general clean-up of Ticket queue and ensure timely resolution to trouble tickets Reporting:
• Prepare Reliable reports (Hourly report – High temp report – Handover report – Power issue – etc using word and excel on daily basis

Clients request:

• Follow up all client’s requests and ensure to respond within the SLA to their request until final resolution;
• Communicate regularly with customers via e-mails or phone calls in order to give them an update on the progress of their requests.

Professional Requirements:

• 3years Diploma in IT/Electrical/Telecommunication or any other related field
• Excellent computer skills and extensive knowledge of Microsoft Office software.
• Clear, concise and informative reporting skills.
• Any other Technical Telecommunication certification is a plus
• Telecommunication Power monitoring experience is a plus.

Minimum Exp:

• A minimum of 2 years NOC experience in Monitoring