NOC Support

Purpose: A problem-solving attitude with an ability to ensure high quality technical support and increase client satisfaction

Responsibilities:

Maintain NOC's responsiveness to incidents and, night time performance to ensure maximum screen uptimes.

Hands-on troubleshooting, coordination and escalation of customer incidents.

Generate performance and incidents reports as required.

Ensure processes are in place and adhered to

Cultivate a culture of knowledge sharing within the team

Ensure customer service and technical support is timely and accurate on a daily basis

Direct unresolved issues to the other levels of support personnel

Maintain customer and asset database as required

Qualifications 

Certificate / Diploma / Bachelors level electrical engineering or similar or
commensurate on job experience at same or higher level (desirable)

Knowledge and experience
1. Proven work experience as a Support desk or technical support
2. Hands on experience with a Support desk and remote-control software
3. Customer-service oriented with a problem-solving attitude
4. Excellent written and verbal communications skills
5. Team player skills

Skills and attributes:

1. Proven work experience as a Support Technical, Support Engineer, Field Technician, Field Engineer or similar role
2. Hands-on experience with Windows/Linux/Mac OS environments
3. Demonstrated communication skills, with a strong focus on customer service and quality, and the ability to maintain confidentiality at all times.
4. Excellent oral and written communication skills including high level
attention to detail, together with organizational and time management skills.
5. Analytical and decision-making skills able to identify problems, recognize
patterns and develop solutions.
6. Able to work independently and as part of a dynamic team maintaining a
positive can-do attitude at all times