NOC Tier 1 Junior Engineer - National

Frogfoot Networks (Pty) Ltd; Gauteng; On-site; ZAR 180,000 - 300,000; Full time

Job summary

Frogfoot Networks (Pty) Ltd in Gauteng seeks a NOC Tier 1 Engineer to join our Assurance team. You will provide 1st-level support, diagnose incidents, and maintain clear communication with customers to deliver fast, reliable service.

The role operates in a 24/7 environment with standby shifts. You will work with internal teams and vendors, apply structured troubleshooting, and contribute to SLA adherence and RCAs.

Qualifications

• Matric essential; A+ or N+ essential.
• 1+ years IT / Network technical support experience essential, ideally in networking or telecoms.
• Basic to intermediate networking concepts (LAN, WAN, routing).
• IP addressing and subnetting (IPv4 and IPv6).
• Troubleshooting tools such as traceroute, ping, nslookup, etc.
• Fibre and networking fundamentals.
• Working in a 24/7 operational environment with shifts, after-hours work, and standby rotation.

Responsibilities

• Identify, prioritise, and resolve incidents from customers and internal departments.
• Provide 1st-level technical support to customers, internal teams, and other support tiers.
• Troubleshoot a wide range of networking issues and apply diagnostic tools.
• Provide remote support to on-site engineers and end users during troubleshooting.
• Ensure incidents are managed effectively in line with policies and timelines.
• Maintain accurate customer communication end-to-end through resolution.
• Escalate faults to external vendors or internal departments as required.
• Support other NOC engineers to achieve first-call resolution and high-quality service.
• Follow standard escalation procedures for unresolved issues.
• Liaise with vendors and internal departments to resolve complex faults.
• Ensure tickets are escalated timely to maintain SLA compliance.
• Assist Training Manager with creating technical training material.
• Support management with reporting tasks, SLA reports, trend analysis, and RCAs.
• Contribute to documentation and administrative duties as required.

Skills

IT support

Networking fundamentals

Troubleshooting

Customer service

Education

Matric

A+ or N+

Tools

Ping

Traceroute

Nslookup

Job description

Frogfoot is in search of a NOC Tier 1 Engineer to join our Assurance team.

This role is perfect for someone who enjoys working closely with team members and customers to deliver the best technical support and create an exceptional customer experience. As a NOC Tier 1 Engineer, you are expected to have a solid understanding of network fundamentals, enabling you to interact effectively with vendors and internal stakeholders to provide high-quality support.

The ideal candidate has strong technical capabilities, thrives in a fast-paced and high-energy environment, and is proactive and passionate about delivering world-class customer service. You will collaborate with all departments and key stakeholders to ensure customers receive a high level of satisfaction.

At its core, the purpose of the role is to provide support to our customers and resolve their technical incidents and problems, ensuring issues are handled professionally, efficiently, and with excellent communication.

On a typical day, you will be responsible for resolving customer cases across multiple channels, including tickets, phone, email, WhatsApp, and other platforms. You will apply structured troubleshooting techniques and work closely with customers to uncover and resolve the root cause of their issues.

This is a 24/7 operational role, which includes standby duties and overtime as required. Performance is measured through quarterly KPI reviews to support continuous improvement and excellence in service delivery.

Key Responsibilities

• Identify, prioritise, and resolve incidents received from customers and internal departments.
• Provide 1st-level technical support to customers, internal teams, and other support tiers.
• Troubleshoot a wide range of networking issues and apply correct diagnostic tools (ping, traceroute, nslookup, etc.).
• Provide remote support to on-site engineers and end users during troubleshooting.
• Ensure incidents are managed effectively in line with company policies, technical standards, and required timelines.
• Maintain accurate and timely customer communication while owning issues end-to-end through to resolution.
• Escalate faults to external vendors or internal departments when required, ensuring full ownership and follow-through.
• Support other NOC engineers to achieve first-call resolution and high-quality service.
• Follow standard escalation procedures for unresolved issues.
• Liaise and collaborate with vendors and internal departments to resolve complex technical faults.
• Ensure all tickets are escalated timeously to maintain SLA compliance, escalating further to management where needed.
• Assist the Training Manager with creating technical training material.
• Support management with reporting tasks, including SLA reports, trend analysis, and root cause analysis (RCAs).
• Contribute to continuous documentation and administrative duties where required.

What You’ll Need to Know

To succeed in this role, you should have:

• Education: Matric (essential); A+ or N+ (essential).
• Experience: 1+ years IT / Network technical support experience (essential), ideally in networking or telecoms.
• Basic to intermediate networking concepts (LAN, WAN, routing).
• IP addressing and subnetting (IPv4 and IPv6).
• Network and routing protocols.
• DHCP and PPPoE (advantageous).
• Troubleshooting tools such as traceroute, ping, nslookup, etc.
• Fibre and networking fundamentals.
• Use of Microsoft Office (Word, Excel, PowerPoint).
• Working in a 24/7 operational environment with shifts, after-hours work, and standby rotation.

Skills That Will Help You Succeed

• Strong analytical and troubleshooting abilities.
• Ability to assess and prioritise faults effectively.
• Clear and confident communication skills with both customers and internal stakeholders.
• Strong customer orientation with the ability to create a positive experience during technical interactions.
• Ability to work well under pressure and adapt to changing circumstances.
• Ability to work independently and collaboratively in a multicultural team.
• High degree of self-motivation, accountability, and follow-through.
• Technical reporting (SLA reports, RCAs, trends) and documentation skills.
• Ability to support others through knowledge-sharing and training assistance.

Qualities We Value at Frogfoot

• Customer-first mindset in every interaction.
• Proactive attitude and willingness to go the extra mile when needed.
• Resilience and composure in fast-paced or high-pressure situations.
• Team-oriented mindset with strong collaboration skills.
• Professional ethics, reliability, and integrity.
• Strong problem-solving mindset with a desire to learn and grow.
• Flexibility, adaptability, and willingness to work shifts in a 24/7 environment.