Network Monitoring Agent

Are you a detail oriented problem solver who thrives on keeping systems running smoothly? Join our Networks team as a Network Monitoring Agent in Plattekloof, where you'll be the first line of defence against network incidents, monitoring activity in real time and driving fast, effective resolutions.

This role is perfect for someone who stays calm under pressure, communicates clearly, and takes pride in protecting an exceptional customer experience.

What you'll do:

• Monitor network systems (Zabbix, Grafana, The Dude) for performance anomalies, service disruptions and triggers
• Assess the severity and customer impact of incoming alerts
• Initiate documented troubleshooting steps and resolve issues independently where possible
• Log all network incidents clearly and accurately in the ticketing system
• Communicate incident status, impact and estimated time of resolution to relevant stakeholders
• Follow escalation procedures, engaging higher level support teams when necessary
• Proactively follow up on open incidents, keeping stakeholders informed until full resolution
• Document customer impact associated with network alerts and incidents
• Prioritise incidents based on customer impact and urgency
• Consistently meet agreed Service Level Agreements (SLAs)
• Build a thorough understanding of network infrastructure, monitoring systems and customer environments
• Identify opportunities for process improvements and monitoring optimisations
• Participate in training and knowledge sharing within the surveillance team

What you'll need:

• Grade 12 is required
• A relevant tertiary diploma or degree will be beneficial
• Previous experience with network monitoring tools (Zabbix, Grafana, The Dude) is advantageous
• Experience with ticketing systems in a team based support environment is beneficial
• Basic understanding of network protocols (TCP/IP, DNS, DHCP, HTTP, ICMP, SNMP)
• Fundamental network troubleshooting skills are advantageous
• Proficiency in Microsoft Office (Word, Excel, Outlook)
• Strong written and verbal communication skills for clear stakeholder interactions
• Attention to detail when logging, updating and documenting incidents
• Ability to multitask effectively and prioritise work in a high pressure, fast paced environment
• Strong problem solving and analytical capabilities
• Familiarity with SLA principles and their application in a network monitoring context
• Strong interpersonal skills, able to work collaboratively with cross functional teams

What we offer:

• Exposure to a dynamic workplace
• A chance to grow your skills through our internal academy
• A friendly, team driven environment
• Group Risk Benefits
• Medical Benefits
• Health and Lifestyle Programmes

Important Disclaimer:

• Please ensure that the information you provide in your application is true, accurate, and correct.
• Preference will be given to candidates from Designated Groups, as defined by the Employment Equity Act and in line with Herotel's Employment Equity Plan.
• By submitting an application, you consent to the processing of your personal information in accordance with POPIA for recruitment purposes. For more details on how we handle personal information, please refer to our Privacy Policy on our website.
• If you do not hear from us within 14 days, please consider your application unsuccessful.