Network Operations Centre (NOC) Technician (24hrs Rotation)

At Too Much WiFi, we seek dedicated individuals who are passionate about technology, customer service, and teamwork. We are looking for candidates who possess the following qualities and qualifications:

1. Technical Proficiency: Demonstrated expertise in networking concepts, protocols, and technologies, with hands-on experience in troubleshooting and resolving network issues.
2. Problem-Solving Skills: Ability to analyse complex network problems, think critically, and implement effective solutions in a timely manner, even under pressure.
3. Communication Skills: Strong verbal and written communication skills are essential for interacting with customers, colleagues, and vendors professionally and effectively.
4. Team Player: A collaborative mindset and willingness to work closely with other team members, field technicians, and external partners to achieve common goals and deliver exceptional service to our customers.
5. Adaptability: The ability to adapt to changing priorities, technologies, and operational requirements in a fast-paced, 24/7 network environment.
6. Attention to Detail: Meticulous documentation skills and a commitment to maintaining accurate records of network incidents, configurations, and procedures.
7. Customer Focus: A customer-centric approach to problem-solving and service delivery, with a genuine desire to ensure the best possible experience for our customers.
8. Flexibility and Availability: Willingness to work rotating shifts, including nights, weekends, and holidays, as part of an on-call rotation schedule to provide round-the-clock support for our network infrastructure and customers.
9. Continuous Learning: Eagerness to stay updated on emerging technologies, industry trends, and best practices in network operations and telecommunications.

Passion for Excellence: A drive for excellence and a commitment to delivering high-quality, reliable internet services that exceed customer expectations and uphold the reputation of Too Much Wi-Fi as a leading Wireless Internet Service Provider.

As a Network Operations Centre Technician, you will engage in a synergistic relationship with our Network and Software Development departments, contributing your expertise to optimisation, management and sustained maintenance of our network infrastructure, thereby facilitating reliable and efficient data transmission. You will leverage your advanced skills to diagnose and rectify network complications, uphold superior network performance standards, and assist users with network-centric inquiries. Additionally, you will have the privilege to work with and influence the use of the latest advancements in network engineering tools and technologies.

1. Monitor network performance and uptime using various network monitoring tools and systems.
2. Respond promptly to network alarms, alerts, and customer-reported issues.
3. Troubleshoot and diagnose network incidents, including but not limited to connectivity issues, performance degradation, and equipment failures.
4. Coordinate with field technicians and third-party vendors to resolve network-related problems.
5. Escalate critical issues to senior technical staff and management as needed, ensuring timely resolution and minimal service disruption.
6. Document all network incidents, troubleshooting steps, and resolutions accurately in the ticketing system.
7. Follow standard operating procedures (SOPs) and best practices for network monitoring, incident management, and change control.
8. Collaborate with other departments, including engineering, customer support, and sales, to improve network performance and customer satisfaction.
9. Participate in on-call rotation schedules, including nights, weekends, and holidays, to provide 24/7 coverage and support for our customers.

• Mikrotik and/or Ubiquiti Certification.
• 1-3 years of experience within a Contact Centre as a Technical Customer Liaison.
• Experience with Network Technologies and network protocols (e.g., TCP/IP, Ethernet), routing protocols (e.g., OSPF), and network architecture.
• Previous experience in a NOC or a similar environment can be extremely beneficial. This can often demonstrate the ability to work in high-pressure, fast-paced situations.
• Networking Skills: Proficiency in working with networking protocols, equipment, and software, including understanding network architecture, managing IP addressing, and troubleshooting network issues.
• Security Awareness: Understanding of key network security concepts and practices, including the use of firewalls, VPNs, and intrusion detection/prevention systems is an advantage.
• Communication Skills: Ability to clearly articulate technical concepts to various stakeholders, including those without a technical background, and to document network incidents and solutions accurately.