Telecommunications | Networks | Cisco

The NOC Ticket Coordinator will be responsible for monitoring and managing the ticketing system and ensuring that engineers / adequate resources are assigned to all tickets to ensure efficient resolution.

Responsibilities:

Monitor CRM system and act according to operations procedures and processes
Communicate escalated issues to the service manager for appropriate escalation
Incident coordination until resolution
Contribute to the rapid resolution of incidents by calling for assistance from any operations staff member, escalate issues with support organizations as well as internal personnel when required
Tracks calls using ticketing software, maintains records and related problem documentation
Notify the business when any high priority incidents may occur
Adjust ticket assignments to accommodate higher priority issues
Ensure that tickets are moving forward toward completion
Ensure that the service ticket boards have no duplicate tickets or behind schedule tickets
Review and close all tickets that were completed by the service staff, including corrections for grammar, confirmation of completion, time documentation and ticket categorization
Maintain, revise and track process / operations documentation
Compile and send daily closed ticket reports
Planning and implementation tasks that support ongoing operations
Monitor and manage NOC employee’s tickets
Ensuring transfer of work continuity to the next shift
Ensure NOC operations are run effectively and efficiently
Report noticeable trends in service tickets
Provides detailed reports of outages and network availability
Add and edit items to the ticketing system for reporting
Provide regular communication to management regarding performance, technical or administrative issues and operational enhancements

Requirements:

Matric or equivalent
Experience in a similar role in a network operations centre (understanding of networks, monitoring and CRM systems)
Knowledge of IT and telco applications, processes, software and equipment
Knowledge and experience working with ticketing systems, trouble tickets and work order systems
Ability to communicate in a clear and concise manner (English and Afrikaans)
Maintain confidential information and communications
Strong team work, organizational, presentation, and customer service skills
Ability to multi-task and adapt to changes quickly, work in a fast paced, high traffic environment
MS Office proficiency and typing skills to ensure quick and accurate entry of service request details
Valid SA driver's license and own reliable vehicle

* Market related remuneration

Only candidates with a clear credit history and no criminal record will be considered for this role

If you have not elicited a response within two weeks of application, please consider your candidacy unsuccessful