Latest Jobs at Netcom Africa

Objective & Summary

• Your primary responsibility will be to provide technical assistance and support to our customers, ensuring their satisfaction and successful use of our products or services. You will serve as a bridge between our customers and our technical teams, helping to troubleshoot and resolve technical issues while maintaining excellent customer relationships.
• Your role will be critical in ensuring a positive customer experience and driving customer loyalty.

Key Duties & Responsibilities

• Respond promptly and professionally to customer inquiries via phone, email, or chat regarding internet service issues, billing inquiries, and general support questions.
• Provide technical assistance to customers in troubleshooting and resolving internet connectivity problems, including router configurations, network setups, and basic hardware or software issues.
• Offer comprehensive explanations of services, pricing plans, and features to potential and existing customers, ensuring they have a clear understanding of our offerings.
• Accurately log customer interactions, inquiries, and resolutions in the ticketing system to maintain a comprehensive customer support database.
• Collaborate with internal teams, such as Core Network Support, Access Network and System support, to escalate and resolve complex technical issues that require specialized expertise.
• Identify and escalate potential service disruptions or network-related problems to the appropriate department for swift resolution.
• Proactively identify opportunities to improve customer satisfaction and service efficiency, suggesting process enhancements or product improvements when necessary.
• Stay up to date with industry trends, new technologies, and ISP service offerings to provide informed assistance and advice to customers.

Requirements
Essential Skills / knowledge / traits

• Strong problem-solving skills and the ability to diagnose and troubleshoot technical issues.
• Excellent communication skills, both written and verbal, with the ability to convey technical information to non-technical audiences.
• Proficiency in using help desk software, customer support tools, and remote support technologies.
• Familiarity with a range of operating systems, software applications, and networking concepts.
• Patience, empathy, and a customer-centric attitude.
• Ability to work independently and collaboratively in a fast-paced environment.
• Certifications in relevant technologies or platforms may be a plus.

Experience, Education And/or Professional Qualifications

• Bachelor's degree in a relevant technical field (e.g., Computer Science, Engineering, Information Technology) or equivalent practical experience.
• Proven experience in technical support, customer service, or a related role.

Benefits

• Healthcare Insurance (HMO)
• Paid Leave
• Group Life Insurance
• Professional Development Reimbursement

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Objective & Summary

• The Business Analyst will be responsible for analyzing and understanding the business needs and requirements of clients or internal stakeholders and translating them into effective technology solutions. You will play a critical role in understanding business requirements, designing effective solutions, facilitating communication between stakeholders, and ensuring the successful implementation of technology solutions to meet the needs of clients or internal teams.

Key Duties & Responsibilities

• Requirement Gathering: Respond to customer requests for proposals received through Business Development Department, develop technical solution designs and bills of materials for cost- effective solutions. Work closely with clients and internal teams (subject matter experts) to elicit, analyze, and document business requirements and objectives. Gather and prioritize customer requirements and other market insights to define the future of Netcom products and services and to recommend new product lines.
• Business Process Analysis: Evaluate existing business processes, workflows, and systems to identify areas for improvement and optimization. Analyze process inefficiencies and suggest solutions to enhance productivity and efficiency.
• Solution Design: Collaborate with cross-functional teams to define and design innovative technology solutions that align with business requirements. Create functional specifications and communicate the proposed solution effectively. Achieve product and service productivity, profitability, and growth targets.
• Stakeholder Communication: Provide business support for the company's portfolio of products and services and effectively communicate the value proposition of offered solutions.
• Requirements Documentation: Prepare detailed documentation of business requirements, use cases, functional specifications, and system design specifications. This documentation serves as a reference for implementation teams and ensures clarity and accuracy in the implementation process.
• Continuous Improvement: Stay updated with industry trends, best practices, and emerging technologies relevant to the solutions hub. Identify opportunities for process improvement, automation, and optimization within the hub and propose innovative ideas to enhance business operations. Develop thorough knowledge of technology relating to our products/services in network, storage, servers, cloud, and security solutions.

Requirements

• Availability to resume immiediately or within 2 weeks. 
• Bachelor’s degree in a Technology or business related discipline.
• 1-2 years job experience in the information technology or related technical service provider
• A record of achievement and business solution expertise in a comparable Business Analysis role.
• Product sales certification, engineering design credentials, business analysis certification or equivalent technical sales credentials for OEM solutions.
• Demonstrated success defining, launching, and managing product lines.
• Essential Skills / knowledge / Traits
• Ability and capability to understand customer requirements and determine the best solutions.
• Demonstrate understanding of systems administration and performance tuning of application/software – virtualization, containerization, automation software, Cloud architecture, UNIX/Linux based environments, etc.
• Demonstrate understanding of network design and implementation in IP networks is a must –
• switches, routers, firewalls, bandwidth managers, IP telephony systems, wireless network, etc.
• Ability to work as a motivated self-driven team player in coordination with capability owners and Account Managers for standard solutions and with HOD’s and Management for non-standard and new products and services solutions.
• Commitment to developing and maintaining long-term customer relationships.
• Excellent written, verbal and presentation communication skills.

Desirable Skills / knowledge / Traits

• Commercial and customer focus
• Analytical and problem-solving skills.
• Adaptability and learning agility
• Project Management
• Ability to motivate and drive cross-functional teams without formal authority.
• Solid organizational skills including attention to detail and multi-tasking.
• Ability to work under pressure.
• Willing to perform work or support outside office hours if required.

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Job Description

Objective and Summary

• To ensure 99.9% availability of Netcom’s Core / Access network. To offer support to Netcom technical teams. To observe trends and generate network reports for maintaining & enhancing the delivery of quality services.

Key Duties & Responsibilities

• Ensure 99.9% availability of Netcom’s Network
• Fault handling and escalation (identifying and responding to faults on Netcom's systems and networks, liaising with 3rd party suppliers, service providers handling escalation through to resolution).
• Provide first line diagnostics concerning network observations/occurrences by troubleshooting effectively and reporting efficiently.
• Manage and maintain Netcom’s monitoring system, reporting trends and observations within the network including all aspects of internal and external network devices, services and systems performance (this includes outages and non-outage situations) identifying potential or existing anomalies.
• Provide second level support to resolve complex, technical customer problems as well as rendering support services to Netcom technical teams and other technical teams within NOC internal and external SLA’s.
• Documentation of trouble resolution using ticketing system (Netcare) ensuring all activities comply with standards.
• Develop procedures and work instructions for better performance and execution of NOC activities.
• Function in a 24-hour shift rotation.
• Develop and maintain a solid understanding of Netcom’s products and processes as they evolve.

Requirements

• Essential Skills / Knowledge / Traits
• Strong knowledge on PRTG or similar Network monitoring application
• Work in Internet service provider or Telecommunication company in similar role
• Knowledge on various network tools like PingPlotter, iPerf, nPerf, Wireshark
• Basic ability to assess and prioritize faults and respond or escalate accordingly. Must be able to find answers to technical problems through a variety of mediums
• Basic knowledge on Microwave radio link maintenance & troubleshooting.
• Basic ability to collate and analyze data from various sources.
• Basic knowledge on LAN, WAN networks.
• Basic LINUX/Windows 9/10 systems administration skills.
• Strong documentation abilities.

Experience, Education and/or Professional Qualifications

• Bachelor’s degree in computer science, a related degree or equivalent work experience
• Previous experience in NOC or Technical support Help Desk
• Cisco CCNA certification or Network related Certification / Training

Benefits

• Healthcare Insurance (HMO)
• Paid Leave
• Group Life Insurance
• Professional Development Reimbursement