Maintenance NOC Agent

PURPOSE

The Maintenance NOC Agent at Zoom Fibre plays a critical role in ensuring the uptime, performance, and reliability of the fibre network infrastructure. This position involves real-time monitoring of the network, coordinating field maintenance teams, responding to alarms and incidents, and maintaining accurate service records. The role requires both technical awareness and operational efficiency to support proactive and reactive maintenance activities.

DUTIES AND RESPONSIBILITES:

Financial

• Monitor inventory levels of fibre tools, splicing equipment, and key hardware components to avoid overstocking or urgent shortages.


• Prevent unnecessary site visits by resolving issues remotely where possible.


• Support efficient scheduling of field teams to reduce travel and associated costs.


• Log accurate fault and repair data to assist in identifying cost drivers in network faults.


• Ensure optimal utilization of NMS tools to minimize downtime.
  

Customer

• Internal and external stakeholder management (Internal, Maintenance/Installations Teams and Subcontractors).


• Respond promptly to alarms and escalate critical issues swiftly to minimize customer impact.


• Perform remote troubleshooting to restore services quickly before customer complaints arise.


• Communicate planned maintenance, outages, and resolutions clearly to internal customer service teams.
  


• Maintain visibility on network performance to preempt issues that could affect end users.


• Ensure timely execution of preventive maintenance to reduce future service interruptions.

Business Process Improvements

• Network area management and maintenance.


• Monitor Zoom Fibre’s core and access network.


• Log and track maintenance activities, incidents, and service cases accurately and promptly.


• Perform detailed remote diagnostics on OLTs, ONTs and backhaul links when required.


• Compile daily, weekly, and monthly reports for performance analysis and root cause tracking.


• Coordinate with field teams to streamline fault resolution and reduce mean time to repair (MTTR).


• Enforce adherence to SLAs and change control procedures during planned maintenance.


• Proactively identify trends or recurring issues to suggest permanent fixes.


• Maintain visibility of preventive maintenance and ensure it is executed on schedule.


• Support incident documentation to build knowledge base and improve future handling.


• Ensure accurate data entry in the fault management system for traceability.


• Use automation or scripts where applicable to simplify repetitive tasks.


• Participate in NOC process reviews and give input on workflow enhancements.


• Follow structured escalation paths to avoid delays in issue resolution.


• Collaborate with cross-functional teams for operational alignment.


• Promote clean handovers between shifts with updated incident and task logs.


• Promote clean handovers between shifts with updated incident and task logs.

Learning and Development

• Stay updated with changes in Zoom Fibre’s network architecture and systems.


• Participate in ongoing training on diagnostic tools, network protocols, and fibre infrastructure.


• Document learnings from major incidents for team-wide knowledge sharing.


• Seek feedback from Layer 2/3 support and apply learnings to future troubleshooting.


• Contribute to peer development by sharing insights and best practices.

QUALIFICATIONS AND REQUIREMENTS:

• National Senior Certificate is essential 


• Higher Certificate and/or Diploma in Project Management is advantageous 


• A minimum of 2 years' experience in the telecommunications industry is essential


• 2 years knowledge and understanding of fibre optics is essential


• NOC Agent experience is essential 


• Driver's license with own vehicle is essential 
  

TECHNICAL COMPETENCIES 

Administration - Performs activities related to an organization's administration such as computing, organizing, planning, scheduling, producing reports or filing.
Attentive to Detail - Thorough gives care and consideration to all parts and aspects of tasks. Considers fine points. 
CRM Software - Handles software that allows the organization to store, organize, synchronize and search records relating to customer interactions.
Customer Relationship Management - Adopts a philosophy and corresponding processes that focus on identification and satisfaction of the customers stated and unstated needs and wants.
Device Configuration - Good understanding of network device configuration and handles software that allows the organization to store, organize, synchronize, and search records relating to customer interactions. 
General Computer Literacy - Good working knowledge of MS office software packages.

Project Administration - Administration required to support project teams to ensure that a planned set of interrelated tasks are executed over a fixed period and within certain cost and other limitations. 
Project Management - Applying knowledge regarding principles, techniques, and tools used in planning, control, monitoring, and review of projects.
Routers - Able to apply subnetting knowledge to configure routing and netting on routers. Able to troubleshoot around routers.
Splicing - The act of joining two optical fibres end-to-end using heat.
Workflow Systems - (Quickbase preferable) In-house computer system. 

PERSONAL COMPETENCIES 

Attentive to Detail - Thorough. Gives care and consideration to all parts and aspects of tasks. Considers fine points.
Analytical - Systematically examines and evaluates data or information by breaking it into its component parts to uncover their interrelationships to establish trends, changes and to identify risks to make meaningful business decisions.
Solution Driven - Identifies problems, analyses problems, generates workable solutions and resolves problems according to acceptable business quality standards and to minimize workflow disruptions.
Communication Skills - Exchanges information, news, ideas, and views to create shared meaning. Communication occurs between levels, departments, and employees. Uses appropriate methods of communication and transmits clear, professional messages. Checks own understanding.
Manages Pressure - Handles work related stress, pressure, and difficulties. Bounces back from obstacles and setbacks, ensuring work continuity. Stays optimistic and persistent.
Performance Driven - Puts in sufficient effort to meet or exceed business and customer expectations both in terms of delivery and quality. Able to act without being prompted to. Demonstrates a sense of urgency, self-motivation, and ownership in work. Has a need for achievement. Achieves results.

Team Player - Able to work as part of a team to achieve work goals and targets. Behavioral relationships between members of a group who are assigned connected tasks within a company are harmonious and have a positive effect on productivity
Solution Driven - Identifies problems, analyses problems, generates workable solutions and resolves problems according to acceptable business quality standards and so as to minimize workflow disruption.

ADDITIONAL REQUIREMENT/S:

• Willing to work shifts Monday-Sunday (day and night shift)