Analyst, IT NOC

IHS Towers is one of the largest independent owners, operators, and developers of shared communications infrastructure in the world by tower count and is solely focused on the emerging markets. The Company has over 40,000 towers across its 11 markets, including Brazil, Cameroon, Colombia, Côte d’Ivoire, Egypt, Kuwait, Nigeria, Peru, Rwanda, South Africa and Zambia. For more information, please email:  [email protected] or visit: 

Job Description

• Operate as part of a 24/7 shift team.
• Promptly resolve all computer hardware and software-related complaints and incidents.
• Promptly fulfil service requests to ensure user returns to work satisfactorily.
• Educate end-users and provide feedback on IT-related queries/ enquiries.
• Perform effective end-user interrogation for initial diagnosis and information gathering in the resolution of complaints.
• Identify, categorize, and classify all logged complaints using an IT Service Management (ITSM) application to build an accurate knowledge base.
• Accurately update and track NOC- and PSOC-related issues from the outset to the conclusion using an ITSM application.
• Provide periodic updates on all NOC- and PSOC-related issues until resolution.
• Minimize interruptions in users’ ability to carry out critical business activities.
• Ensure prompt escalation/ ticket re-assignment of complex and/or unresolved incidents to second-level support for resolution in line with agreed Operational Level Agreement (OLA).
• Run diagnostic programs or tools for root cause determination and problem resolution.
• Diagnose and resolve software and hardware problems or incidents that may be disrupting IT systems or services.
• Perform user/system administration to enable end-users access systems and execute job functions.
• Perform proactive performance and availability monitoring of IT systems, applications, tools, and services required to provide services to end-users.
• Assist in the installation, update, and/or upgrade of applications required for end-users to function optimally.
• Assist as a team-member in coordinating and fulfilling IT projects, deliverables, and initiatives.
• Perform routine maintenance on systems, applications, work/productivity tools, and devices to ensure reliability and information security policy compliance.
• Ensure all operational documents and vendor supporting documents are up-to-date and maintained in the approved shared library repository/ location only.
• Systematically analyze performance data and communicate findings to the Manager, IT NOC and/ or senior experts.
• Escalate incident and security risks, with recommendations for mitigation to the Manager, IT NOC.
• Accurately and carefully follow established policies, processes, and procedures in the fulfilment of requests and resolution of incidents.
• Perform system confirmation to identify issues that have been resolved and free from errors, as well as end-users’ confirmation of satisfaction before ticket closure.
• Effectively disseminate information and updates to the NOC as required about the delivered IT services.
• Effective monitor the IT datacenter using monitoring tools and applications like PRTG.
• Provide recommendations and suggestions on optimizing the unit’s operational performance to the Manager, IT NOC.

Qualifications

• Bachelor’s degree in Computer Science or Information Technology
• Relevant professional certifications, e.g. ITIL Foundation, CompTIA (A+), and/ or Microsoft MCSA, will be an asset.
• +1-3 years relevant experience in IT user support or helpdesk environment.

Additional Information

Organizational Competencies

Customer Focus - People demonstrating this competency understand & exceed our customers’ needs. They develop trusted, reliable & collaborative relationships. They are consistently operating to the highest standards of service & delivery. 

Innovation - People demonstrating this competency constantly seek new & improved ways to deliver our products & services. They champion engineering & skills development, and work to create a collaborative and supportive operating environment. 

Integrity - People demonstrating this competency are open & honest in everything they do. They support financially & environmentally sustainable growth. They make socially responsible decisions and treat their stakeholders with respect. 

Be Bold - People demonstrating this competency are thorough in analyses & decision-making. They are courageous in expanding existing markets & developing new ones. They confidently pursue appropriate financial returns and are forward-thinking and ambitious. 

Sustainability- People demonstrating this competency are constantly seeking to create positive impact in the communities we serve. 

Our Vision

IHS is committed to improving the quality and availability of telecommunications infrastructure, the lifeline for an increasingly connected world. We are dedicated to helping create a sustainable future for the communities in which we operate, and our sustainable strategy is structured around four pillars: ethics and governance, environment and climate change, education and economic growth, and our people and communities.