Tier 1 Network Engineer (Junior)

🔧 Tier 1 Network Support Engineer (Junior)📍 Fixed Mobile Telecoms | 📍 JHB or CPT | 🕒 Shift-Based (24/7/365) 🧭 Role SummaryResponsible for monitoring, first-line investigation, and incident management across customer and core network services, in a 24x7 Operations environment. This role focuses on rapidly identifying, logging, and resolving faults, incidents, and service requests to minimise business impact and ensure maximum uptime.The position requires continuous monitoring of dashboards and communication channels, executing structured troubleshooting, and coordinating with internal teams and vendors. A strong emphasis is placed on clear communication, accurate documentation, and customer satisfaction throughout the incident lifecycle. 🚀 Key Responsibilities🔍 Monitoring & Incident ResponseContinuously monitor dashboards and communication channels (e.g. Teams, WhatsApp, Telegram) for faults, alarms, and incidents.Identify, prioritise, and respond to incidents within defined SLA timeframes (≤5 minutes).Perform first-line investigations and health checks to prevent escalation and reduce impact.Proactively engage customers and vendors upon incident detection.Ensure maximum uptime across WAN, LAN, WLAN, VoIP, and firewall services.🎫 Ticket & Incident ManagementLog, classify, and manage all incidents and service requests with 100% accuracy and completeness.Perform structured Level 1 troubleshooting to identify root cause or escalate appropriately.Maintain detailed, time-stamped updates to ensure full audit trail and transparency.Prioritise and action tickets based on severity (critical → low).Provide continuous updates to customers and stakeholders throughout the lifecycle.Complete Root Cause Analysis (RCA) reports within defined timelines.📞 Call Management & Customer EngagementHandle inbound calls professionally in a 24/7 environment, ensuring excellent customer experience.Respond to all calls within SLA (≤3 rings) and perform first-line troubleshooting where applicable.Accurately document all call interactions within the ticketing system.Maintain high standards of communication: clear, calm, factual, and customer-focused. 📊 Key Performance Indicators (KPIs)⏱️ Incident response time within 5 minutes🎯 100% accuracy in ticket logging and classification📉 Minimal ticket backlog (continuous flow management)📡 Maximum customer uptime and service availability☎️ Zero missed calls and high customer satisfaction📄 Timely and accurate RCA delivery 🧠 Knowledge & SkillsStrong understanding of networking fundamentals (WAN, LAN, WLAN, VoIP, Firewalls)Familiarity with monitoring and observability tools such as Zabbix, Prometheus, GrafanaExperience working with network technologies and vendors (e.g. Cisco, Juniper, Ruckus, Ubiquiti)Excellent written and verbal communication skills (English)Strong problem-solving ability with a sense of urgencyAbility to work effectively in a high-pressure, shift-based environmentTeam player with strong interpersonal skills 🎓 Qualifications & ExperienceNational Senior Certificate (Matric) – EssentialRelevant tertiary qualification in Networking/IT – EssentialCertifications such as MTCNA / CCNA – AdvantageousExposure to monitoring and networking systems (Zabbix, Grafana, etc.) – Advantageous3+ years experience in a NOC / Service Desk / Network Support environment 💡 Personal AttributesCustomer-focused with a passion for service excellenceHighly motivated and driven to exceed expectationsStrong attention to detail and accountabilityEager to learn and continuously improveCalm and composed under pressureProactive mindset with a problem-solving attitude 🕒 Working ConditionsShift-based schedule (including nights and weekends)Rotational shifts aligned to 24/7/365 operational requirements