NOC Operator - Contract Centre Agent

Bidvestfacilitiesmanagement; Gauteng; On-site; ZAR 180,000 - 300,000; Full time

Job summary

Bidvest Facilities Management is seeking a dedicated NOC Operator to ensure network reliability by monitoring technical systems and mitigating downtime across sites. You will log, investigate, and escalate faults while coordinating with field teams to maintain SLA commitments.

Key duties include proactive alarm analysis, end-to-end ticket management, and continuous improvement of monitoring processes. A shift-based role with telecommunications exposure is required.

Qualifications

• Grade 12 with electrical certification
• NOC/Service Desk experience required
• Telecommunications experience
• Strong communication (verbal and written)
• Driver's license with own transport preferred
• Flexibility to work shifts and short notice periods
• Demonstrated initiative and information seeking
• Teamwork and diverse collaboration
• Attention to detail and problem-solving mindset
• Ability to utilize monitoring/CRM systems to interpret faults

Responsibilities

• Proactive monitoring of technical systems to address alarms
• Detect faults or potential faults and investigate root cause
• First line troubleshooting and remote resolution of alarms
• Log and hand over of failure tickets and escalate power faults
• Coordinate dispatching based on fault analysis and SLA adherence
• End-to-end ticket management with field force and timely updates
• Capture, validate and approve access requests
• Manage security requirements and incidents
• Escalation management to optimize outputs
• Coordinate conference calls between customers and stakeholders
• Continuous improvement through automation and monitoring optimizations
• Maintain strong stakeholder communication and service delivery

Skills

Communication skills

Analytical

Teamwork

Problem solving

Attention to detail

Time management

Initiative

Flexibility

Driver's license

Education

Grade 12

N4 Electrical Certificate

N6 Electrical Certificate preferred

Job description

The main responsibility of the NOC Operator is to ensure Network reliability and mitigation of down time of sites through monitoring of technical systems and applying robust yet agile processes to continuously yield efficient outputs.

Responsibilities

• Proactive monitoring of technical system(s) to timeously address alarms
  • Utilize all provided systems to deduce alarm(s) and categories
  • Understand relationship between various systems and/or Network Elements
• Detection of any faults or potential faults
• Investigate possible route cause
  • Include as part of ticket logging process
• First line trouble shooting and remote resolutions of alarms where possible
  • Prevention of faults to field force
• Logging and handing over of failure tickets, i.e. Power as a Service, Corrective Maintenance, Vandalism, etc
• Apply intelligent and agile dispatching based on deduced analysis of fault(s)
• End-to-end management of tickets with field force
  • Timeous dispatching of tasks
  • Management of fault priority and escalations
  • Escalation of power failures to responsible parties
  • Continuous updates of task activities
  • Maintain constant communication with all stakeholders
  • Ensure Service Level Agreement adherence within value chain
• Capturing, validating and approval of access request for the business
• Management of security requirements and incidents
• Escalation management to proactively manage outputs.

Key results/outcomes/accountabilities

• Proactive monitoring of sites and detection of potential faults
• Accurate interpretation of alarms and the causes of faults
• Correlation of faults to reduce number of tasks to field force
• Escalation of faults within time, to provide minimum down time
• Prioritization of faults and alarms
• Decision making in terms of dispatching of field force to sites
• Effective feedback to all stakeholders within the value chain
• Escalation of maintenance related faults on the monitoring platform
• Establish and coordinate conference calls between customers (internal and external)
• System optimization management through continuous improvement initiatives
• Automation driven process methodology.

Qualifications/Requirements/knowledge/Skills/Experience

• Grade 12
• N4 Electrical Certificate, although N6 Electrical Certificate is preferred
• Service Desk or NOC experience
• Telecommunications experience
• Good listening, verbal, and written communication essential
• Driver's License with own transport preferred
• Initiative and information seeking
• Achievement motivation
• Teamwork and cooperation
• Values diversity
• Flexibility
• Languages
• Need to be able to work shifts work
• Need to be available on short notice.

Performance indicators/Measure

• Ability to interpret faults/alarms and reasons for faults/alarms assisted from data available on the monitoring and CRM system
• Ability to investigate and pickup trends through analytical tools
• Ability to make informed proactive decision
• Able to judge feedback from Supplier / TO on site
• Able to assist Supplier / TO on site with related information for the timeous completion of corrective action

  Competencies

  • Personal and professional integrity
  • Attention to detail
  • Analytical
  • Problem solving skills
  • Technical Telecommunication inclined in system utilization
  • Team player with strong leadership ability
  • High energy levels and action orientated
  • Results orientated and highly motivated
  • Excellent time management