NOC Technician-Tier 3

TooMuchWifi is a leading provider of fast, reliable, and affordable internet connectivity to aspirational communities in South Africa.  We are a fast-growing company with a great culture that encapsulates our values: Accountability, Kindness, Integrity, Teamwork, and Hard Work.  

We care deeply about our dedicated and hardworking team, as well as the communities we serve.  

Our purpose, mission, and social impact drive and inspire us every day. 

Our working environment is colourful, fun, collaborative, and kind.  We have come a long way and have amazing stories to tell!  

What we offer:

• Health Insurance and Medical Aid benefits
• Comprehensive Life Cover 
• Free 24/7 Employee Assistance Program (EAP) for all our staff and their family
• Annual performance bonuses and salary increases
• Generous time off (annual leave)
• Birthday leave
• Discounted TooMuchWifi internet packages
• Casual Fridays
• Fun company events
• Staff loans (interest-free)
• Successful candidate placement referral cash bonus for staff

At TooMuchWifi, we're looking for passionate and driven professionals who thrive in a fast-paced ISP environment and are committed to delivering exceptional network performance and customer service.

The ideal candidate will demonstrate:

Strong Technical Expertise: Solid understanding of networking technologies, routing, switching, wireless networking, TCP/IP, and network troubleshooting.

Analytical & Problem-Solving Skills: Ability to diagnose complex technical issues, identify root causes, and implement effective solutions under pressure.

Excellent Communication: Strong verbal and written communication skills, with the ability to clearly engage with customers, colleagues, and external partners.

Collaboration & Leadership: A team-oriented mindset with the ability to mentor junior technicians and work effectively across Engineering teams, Infrastructure teams, and Customer Support teams.

Adaptability: Comfortable working in a dynamic, 24/7 operational environment while managing changing priorities and technologies.

Attention to Detail: Committed to maintaining accurate documentation, following operational procedures, and adhering to change management practices.

Customer Focus: Dedicated to delivering a reliable, high-quality customer experience through timely incident resolution and proactive service improvement.

Continuous Learning: Passionate about developing technical skills and staying current with emerging networking technologies and industry best practices.

Operational Flexibility: Willing to participate in shift work, after-hours support, and on-call rotations as required.

As a Network Technician in Tier 3, you will play a key role in ensuring the availability, stability, and performance of TooMuchWifi's network infrastructure. Working closely with the Network Engineering and Software team you will support the monitoring, optimisation, maintenance, and continuous improvement of our wireless and fibre network.

You will be responsible for proactively identifying and resolving complex network issues, performing advanced troubleshooting, and implementing solutions that enhance network reliability and customer experience. In addition, you will provide technical leadership during major incidents, support infrastructure upgrades and expansion projects, and mentor junior team members to strengthen the technical capability of the Network Operations Centre.

This role offers the opportunity to work with cutting-edge networking technologies, automation tools, and large-scale wireless infrastructure while contributing to the growth and resilience of one of South Africa's leading Wireless Internet Service Providers.

• Proactively monitor the performance, availability, and capacity of the TooMuchWifi network infrastructure, including wireless backhauls, highsites, core routers, aggregation devices, and customer access networks, ensuring optimal service delivery.
• Respond promptly to network alarms, monitoring alerts, and escalated incidents, taking ownership of fault diagnosis and restoration within agreed service level agreements (SLAs).
• Troubleshoot and resolve complex network faults, including wireless backhaul issues, routing and switching problems, fibre outages, RF interference, customer access network degradation, and infrastructure failures.
• Perform advanced fault isolation to determine root causes and implement both immediate corrective actions and long-term preventative measures.
• Coordinate with Field Technicians, Fibre Providers, and third-party vendors to ensure timely resolution of network incidents and planned maintenance activities.
• Escalate critical incidents to Engineering team and Management where required, providing regular updates, impact assessments, and recommended actions throughout the incident lifecycle.
• Lead the technical response during major network outages, coordinating restoration efforts and ensuring effective communication with internal stakeholders.
• Maintain accurate documentation of incidents, troubleshooting activities, maintenance work, network changes, and root cause analyses within the company's ticketing and documentation systems.
• Execute planned network maintenance, firmware upgrades, configuration changes, and optimisation activities in accordance with established change management procedures.
• Analyse network performance trends and capacity utilisation, proactively identifying opportunities to improve network stability, resilience, and customer experience.
• Support the deployment, commissioning, and optimisation of wireless backhauls, fibre links, highsites, core infrastructure, and customer access equipment.
• Mentor and provide technical guidance to Junior Network Technicians, assisting with complex troubleshooting and promoting knowledge sharing across the team.
• Develop, review, and maintain Standard Operating Procedures (SOPs), technical documentation, and troubleshooting guides to improve operational efficiency and consistency.
• Collaborate closely with the Network & Software Engineering team, Contact Centre, Product, Project teams to deliver infrastructure improvements, customer migrations, and network expansion initiatives.
• Ensure compliance with company operational standards, security policies, and industry best practices while maintaining high levels of network availability and service quality.
• Participate in on-call rotation schedules, including nights, weekends, and holidays, to provide 24/7 coverage and support for our customers.
• Contribute to continuous improvement initiatives by identifying recurring issues, recommending automation opportunities, and implementing solutions that enhance operational efficiency and network reliability. 

• Minimum 3-4 years of experience in ISP environment 
• Advantageous certification: CCNA, MTCRE
• Good understanding of TCP/IP
• Good understanding of the ticket systems and escalation process
• Good understanding of Routing protocol: OSPF, BGP, …
• Basic understanding of Wireless technologies like 2.4Ghz, 5Ghz, 60Ghz, 11Ghz,...
• Good understanding of Ubiquiti products commonly used in a WISP environment
• Basic understanding of Graphing and monitoring systems such as Librems, Iris, Graphana, Zabbix,...
• Good problem solving skills
• Previous experience working with Mikrotik equipment
• Able to create a good documentation
• Good experience in incident management
• Able to work under pressure
• Able to work any of 24/7 shifts
• Able to clearly translate technical terms into plain english to a non technical customer or staff