Firmly established as Africa’s carriers’ carrier, award-winning capacity wholesaler WIOCC provides international and African telcos and ISPs with unrivalled high-speed, resilient and diverse capacity into, within and out of Africa. In November 2012 (at Africa Com), WIOCC won the Best Pan-African Initiative Award for building an unparalleled, diversity-rich, high-capacity African network which seamlessly links more than 50,000km of terrestrial fibre and in excess of 40,000km of submarine cable - with landings all around the continent. WIOCC’s unrivalled network gives carriers access to affordable, reliable, high-speed connectivity to and from over 400 locations across 30 African countries, as well as to 100 cities in 29 countries in Europe and more than 700 cities in 70 countries globally. To address the proliferation of international and terrestrial links, and the challenge this presents to carriers and ISPs looking to improve their own network resilience and performance (by building in additional diversity), WIOCC developed an attractive one-stop-shop, end-to-end managed service solution. Simpler and much more convenient than having to deal direct with multiple operators, WIOCC’s one-stop-shop solution shields customers from much of the complexity associated with delivering reliable high-performance international connections into, out of and within Africa.Job Objective:  To provide first level support for clients, resolve incidents, identify problems through proactive monitoring and manage planned engineering works. To be acknowledged as the client’s champion ensuring high levels of satisfaction and an excellent client experience. Reporting Line: NOC Team Leader Key Duties and Responsibilities Interface with clients for service assurance and service delivery queries, achieving high levels of client satisfaction Proactively monitor alarm management systems for events, create, own and manage trouble tickets for successful incident resolution Interface with suppliers to resolve incidents Provide incident management support; trouble shooting and resolving all technical incidents at first level  Ensure all service tickets on NetSuite have correct closure data Assist with planned engineering works, including service impact analysis and client’s notifications Identify service concerns, issues, challenges and escalate to TAC and Management Maintain accurate records, assist with auditing and data cleaning as required Assist Field Engineers as required (installation, patching, troubleshooting, testing, inventory) Assist with creation of ad hoc reports as needed Assist other departments and perform various projects as required Minimum Qualifications Bachelor’s degree in Engineering or IT Professional certifications – CCNA/JNCIA, ITIL, MEF Experience and Skills Relevant internship experience preferrably in telecom industry Basic knowledge of various technology platforms in transport (SDH, DWDM, OTN) and data (BGP, Ethernet, IP/MPLS) Basic knowledge of monitoring systems e.g PRTG, NMS, OMS, Cacti etc Effective written and verbal communication skills Excellent communications and soft skills, including ability to listen to and summarise and concisely share key information with clients Attributes Integrity, honesty with high ethical standards Client focused, relationship builder Boundless, passionate, and flexible Personal excellence, accuracy, and attention to detail Collaborative, achieve results through teamwork and partnership Demonstrate ability to manage multiple priorities and solve problems in a fast-paced environment Strong analytical skills and ability to collate and interpret data from various sources Willing to work on a 24/7 shift including nights, weekends and public holidays / on-call as required