Responsibilities:
- Receives technical queries from customers and logs the request in the ticketing system
- Assess, categorize and assign / attend tickets within the company’s standard SLA terms
- Monitoring of circuits with Network Monitoring Systems
- Monitor the ticket queues and manage resolution times
- Respond to customer queries and provide feedback on status
- Provide support and assistance for Paratus services and products
- Optimum use and understanding of Paratus NOC monitoring tools
- Testing / Troubleshooting / Resolution client links capacity, latency, speed, and errors
- Communications with third party suppliers on any outages and downtimes and request for RFO
- Escalating product specific problems and trouble tickets to internal teams and following up on status
- Escalation of firewalls and critical Links to Core Team
- Maintain and configure router interfaces and network systems
- Assist with on-site installations of equipment
- Troubleshoot and resolve customer connectivity solutions
- Manage and maintain IP address allocations
- Manage credentials for Network Monitoring Systems
- Maintain and amend line tags on Network Monitoring Systems
- Provide excellent customer service to all levels of clients from Technicians to Management
- Attend to administration and documentation
- Effective escalation to support teams, Escalations, Core, Voice, and Systems
- A good understanding of Networking with Cisco / Juniper Routing and Switching products
- A good understanding of Paratus products and services
- Availability to work on Standby Duty
- Other duties as assigned by the NOC Manager
Minimum Requirements::
- Grade 12 with A+ or N+
- CCNA/P and / or JNCIA certification
- A Tertiary qualification within IT / Networking / Communications is advantageous
- Proficiency in English, spoken and written, additional languages will be advantageous
- Minimum of 2-3 years in Helpdesk / NOC customer support position, related to ICT and Network fields
- Valid Driver’s Licence – minimum code B
If you meet the above requirements and if you are a vibrant, energetic person, who likes challenges, who has a passion for the communications environment, and who wants to work for the leading communications and network company in Namibia, submit your Cover Letter, Curriculum Vitae and supporting documents to:
Email:Â hr.na@paratus.africa
Closing Date: 24 June 2022
Only shortlisted candidates will be contacted
