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NOC Operator [FTC]

Centurion
Salary: Market Related
Job Type: Contract
Sectors: Management Property
Reference: 171898

Apply before Mar 11 2026 | 20 Days left

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Vacancy Details

Employer: Bidvest Facilities Management

ROLE PURPOSE

The main responsibility of the Mast Services Surveillance Agent is to ensure Network reliability and mitigation of down time of sites through monitoring of technical systems and applying robust yet agile processes to continuously yield efficient outputs.

MAIN OUTPUTS

Proactive monitoring of technical system(s) to timeously address alarms
- Utilize all provided systems to deduce alarm(s) and categories
- Understand relationship between various systems and/or Network Elements

Detection of any faults or potential faults
- Prioritization of faults and alarms
- Accurate interpretation of alarms and the causes of faults
- Escalation of faults within time, to provide minimum down time
- Escalation of maintenance related faults on the monitoring platform

Investigate possible route cause
- Include as part of ticket logging process

First line trouble shooting and remote resolutions of alarms where possible
- Prevention of faults to field force

Logging and handing over of failure tickets, i.e. Power as a Service, Corrective Maintenance, Vandalism, etc
Apply intelligent and agile dispatching based on deduced analysis of fault(s)

End-to-end management of tickets with field force
- Timeous dispatching of tasks
- Management of fault priority and escalations
- Escalation of power failures to responsible parties
- Continuous updates of task activities
- Maintain constant communication with all stakeholders
- Ensure Service Level Agreement adherence within value chain

Capturing, validating and approval of access request for Mast Services business
Escalation management to proactively manage outputs.
Decision making in terms of dispatching of field force to sites
Establish and coordinate conference calls between customers (internal and external)
System optimization management through continuous improvement initiatives
Automation driven process methodology.

QUALIFICATIONS AND SKILLS

The Applicant must meet the following requirements:

Matric (Senior Certificate)
N6 in Electrical Engineering
Valid SA Driver’s License
Service Desk NOC experience
Telecommunications experience
Good listening, verbal, and written communication essential
Need to be able to work shifts work
MS Word, MS Excel & MS Outlook (Intermediate skill level)
SAP knowledge

PERFORMANCE INDICATORS/MEASURE

Ability to interpret faults/alarms and reasons for faults/alarms assisted from data available on the monitoring and CRM system
Ability to investigate and pickup trends through analytical tools
Ability to make an informed proactive decision
Able to judge feedback from Supplier / TO on site
Able to assist Supplier / TO on site with related information for the timeous completion of corrective action
High accountability for own actions
Display understanding of clients (internal and external) requirements
Offers knowledgeable, efficient, and friendly service, i.e. Customer centricity
Professional articulation that is effective to the value chain
Ability to prioritize and coordinate outputs
Escalate and establish time frames with the correct facilitators
Maintain and improve Service Level Agreement
Reduction of truck rolls through management of first-time resolution of faults

FUNDAMENTAL COMPETENCIES