Regional Operations Centre Agent (ROC)

Frogfoot Networks (Pty) Ltd; Cape Town; On-site; ZAR 50 000 - 200 000; Full time

Job summary

A leading telecommunications company in Cape Town is seeking a Regional Operations Centre Agent to support operational teams. Responsibilities include coordinating maintenance tasks, updating systems, and facilitating communication among teams. Ideal candidates should possess a Grade 12 qualification or relevant experience, with strong computer literacy and 6-12 months of experience in a technical support or maintenance environment. If you excel in a fast-paced setting and have a customer service orientation, we invite you to apply.

Qualifications

• 6–12 months of experience in a technical support, NOC, or maintenance environment.
• Basic understanding of fibre network operations.
• Experience working in fast‑paced, deliverables‑driven environments.

Responsibilities

• Assign and follow up on maintenance tasks.
• Facilitate communication between maintenance teams and departments.
• Help keep documents and reports organized.

Skills

Strong computer literacy

Problem-solving ability

Good communication skills

Education

Matric (Grade 12) or relevant work experience

Tools

Windows Office suite

Solid

Zendesk

UNMS

IRIS

CMS

Job description

Frogfoot is looking for a Regional Operations Centre Agent (ROC)

Purpose of the Role

This role is perfect for someone who enjoys supporting operational teams and keeping things running smoothly behind the scenes. In this position, you will assist the Maintenance Department with a variety of tasks that align with the organisation’s core operations, including general administrative responsibilities and Setout-related duties

Key Responsibilities

Daily Operations & Coordination

• Assign and follow up on maintenance tasks to ensure they are completed correctly and on time.
• Answer calls, emails, and queries from internal teams and assist with finding accurate information.
• Support the Maintenance Supervisors with planning, scheduling, and resolving operational issues.

System Updates & Reporting

• Update platforms such as Solid, Zendesk, UNMS, IRIS, and CMS
• Capture accurate data for faults, maintenance activities, and customer or project records.
• Check all incoming information before updating systems to ensure accuracy.

Communication & Team Support

• Facilitate communication between maintenance teams, NOC/Support, and other departments.
• Provide clear updates, escalate issues when needed, and help ensure teams work together smoothly.
• Assist with customer queries in a professional and friendly manner.

General Administration

• Help keep documents, reports, and maintenance logs organised.
• Maintain an orderly and secure working environment and assist with ad-hoc projects or process improvements.

What You’ll Need to Know

To succeed in this role, you should have:

• Matric (Grade 12) or relevant work experience.
• 6–12 months of experience in a technical support, NOC, or maintenance environment.
• Working knowledge of:
  • Windows Office suite (Excel, Word, Outlook).
  • Solid, Zendesk, UNMS, IRIS, CMS, or similar systems.
• A technical mindset and basic understanding of fibre network operations.
• Experience working in fast‑paced, deliverables‑driven environments.

Skills That Will Help You Succeed

• Strong computer literacy (Excel, Word, Outlook).
• Ability to follow procedures accurately and capture data with attention to detail.
• Good problem‑solving ability and logical thinking.
• Strong communication skills (written and verbal).
• Ability to work under pressure, prioritise tasks, and meet deadlines.
• Customer service orientation with a calm and helpful approach.