Service Support Agent

Job Title: Service Support Agent

Department: Operations

Location: Sandton

Reports To: NOC Manager

Employment Type: Contract | Shift-based

Purpose of the Role:

The NOC Agent (Tier 1) is responsible for monitoring, managing, and supporting network and system operations across critical communication and ICT environments. The role ensures high availability, reliability, and performance of network infrastructure to deliver exceptional customer experience and meet service level commitments.

Key Responsibilities:

• Monitor network performance using available tools and dashboards to identify issues proactively.

• Respond to, log, and manage network incidents, alarms, and service requests.

• Perform first-level fault diagnosis and troubleshooting on network devices and links.

• Escalate incidents to Tier 2/3 teams or vendors as required, ensuring timely updates and resolution.

• Coordinate with field teams, contractors, and managed service providers for fault rectification.

• Track and manage incidents through to closure, ensuring compliance with SLA targets.

• Communicate effectively with clients and internal stakeholders, providing accurate updates and technical insights.

• Document incidents, resolutions, and root causes in line with ITIL standards.

• Compile performance and incident reports for management review.

• Participate in continuous improvement initiatives and contribute to knowledge base documentation.

Qualifications & Experience

Essential:

• Matric / Grade 12.

• Diploma in IT or equivalent.

• Minimum 1–2 years’ experience in a NOC, service desk, or IT support role.

• Strong understanding of IP networking, routing, and network protocols.

• Proficiency with monitoring and ticketing tools (e.g., SolarWinds, IRIS, Helpdesk, Remedy).

Preferred / Advantageous:

• CCNA or equivalent certification.

• ITIL Foundation certification.

• Experience in Critical Communications, Networking or Telecommunications environments.

• Familiarity with OEMs such as Motorola, Hytera or Vodacom.

• Driver’s licence.

Core Competencies

• Technical aptitude and problem-solving ability.

• Strong communication skills (verbal and written).

• Customer-focused with a professional approach.

• High attention to detail and accuracy under pressure.

• Time management and ability to multitask effectively.

• Team player who collaborates well across departments.

• Adaptability to shift work, weekends, and after-hours support when required.

Behavioural Attributes

• Proactive and service oriented.

• Calm and composed under pressure.

• Ethical, reliable, and accountable.

• Analytical mindset with a continuous improvement attitude.