Office jobs in South Africa

Applications are invited for the Network Monitoring Agent position. This is an office-based position, to be based in Plattekloof, Cape Town.

PURPOSE OF THE ROLE:
The Network Monitoring Agent is responsible for the real-time monitoring of network activity, swiftly responding to alerts from network monitoring systems, assessing their customer impact, and proactively driving issue resolution. Acting as the first line of defence against network incidents, this role demands effective communication with affected teams and stakeholders, ensuring minimal downtime and maintaining exceptional customer experience at every stage.

Key Performance Areas would include, but are not limited to:

Real-Time Network Monitoring and Alert Response

• Monitor network systems (Zabbix, Grafana, The Dude) for performance anomalies, service disruptions and triggers.
  
• Assess the severity and customer impact of incoming alerts.
  
• Initiate documented troubleshooting steps to resolve issues and independently where possible.
  
• Log all network incidents clearly and accurately in the ticketing system.

Incident Communication and Escalation Management

• Ensure clear and timely communication to relevant stakeholders regarding incident status, impact, and estimated time of resolution (ETA).
  
• Follow established escalation procedures, engaging higher-level support teams when necessary.
  
• Proactively chase resolutions, keeping all stakeholders informed at regular intervals until issues are fully resolved.

Customer Impact and SLA Management

• Assess and clearly document customer impacts associated with network alerts and incidents.
• Prioritise incidents based on the level of customer impact and urgency.
• Consistently adhere to agreed-upon Service Level Agreements (SLAs), ensuring timely responses and resolutions.

Continuous Learning and Improvement

• Develop a comprehensive understanding of network infrastructure, monitoring systems, and customer environments.
  
• Identify opportunities for process improvements, system enhancements, and monitoring optimisations.
  
• Actively participate in training and knowledge-sharing initiatives within the surveillance team.

Key Outputs:

• Accurate Incident Logs.
• Proactive Incident Communication.
• Adherence to SLAs.

The successful candidate must have the following experience/skills and competencies:

Experience:

• Previous experience with network monitoring tools (Zabbix, Grafana, The Dude) advantageous.
• Experience with ticketing systems in a team-based support environment beneficial.

Technical Competencies:

• Basic understanding of network protocols (TCP/IP, DNS, DHCP, HTTP, ICMP, SNMP).
• Fundamental network troubleshooting skills advantageous.
• Proficiency in Microsoft Office (Word, Excel, Outlook).

Professional Skills:

• Strong communication skills, both written and verbal, for clear stakeholder interactions.
• Attention to detail when logging, updating, and documenting incidents.
• Ability to multitask effectively and prioritise work in a high-pressure, fast-paced environment.
• Demonstrated problem-solving and analytical capabilities.
• Familiarity with SLA principles and their application in a network monitoring context.
• Strong interpersonal skills, able to work collaboratively with cross-functional teams.

Qualifications:

• Grade 12 is required
• A relevant tertiary diploma or degree will be beneficial

Applications to be sent to:

If interested and you meet all requirements, please apply by submitting your CV with contactable references.

PLEASE NOTE:

• Preference will be given to suitable Previously Disadvantaged Individual candidates, in line with Herotel’s Employment Equity Plan.
• Submission of your CV provides Herotel with your express consent for us to process your personal information contained therein, for purposes of processing your application.
• Please refer to our Privacy Policy on our website for further information on how we process personal information.
• If you do not hear from us within 4 weeks of applying, please consider your application unsuccessful.