NOC Tier 1

Job Description

• The NOC Tier 1 Technician provides first-line technical support to end-users and ensures the smooth delivery of IT services across the organisation. This role involves monitoring systems, troubleshooting issues, managing incidents, and maintaining documentation of IT procedures and best practices.
• In addition, the NOC Tier 1 supports user account management, assists with software and hardware maintenance, and provides remote support and user training when required. By proactively addressing issues and maintaining clear communication, the NOC Tier 1 plays a key role in sustaining operational continuity, user satisfaction, and the overall performance of the IT support function.

Main Responsibilities

SLA Management

• Monitor and manage Service Level Agreements SLAs to ensure consistent delivery of support services.
• Improve operational systems, processes, and tools to enhance reporting, information flow, and overall efficiency.
• Coordinate communication between support teams, business units, and vendors to align service expectations.
• Manage customer fulfillment, assurance processes, and overall service experience.
• Report on managed network performance and implement tools to measure and improve customer service.
• Develop and maintain service management best practices in line with ITIL principles.
• Maintain compliance with relevant laws, regulations, and industry standards.

Knowledge Base Management

• Maintain an up-to-date knowledge base to support efficient issue resolution and end-user self-service.
• Create and update documentation, user guides, and troubleshooting resources.

IT Security

• Enforce IT security policies, including password management and access control.
• Identify, report, and assist in resolving security incidents or vulnerabilities.

Collaboration

• Work closely with internal IT teams and external vendors to resolve complex technical issues.
• Participate in team meetings and contribute to continuous improvement initiatives.

Customer Service

• Provide professional, friendly, and efficient technical support to end-users.
• Communicate clearly and proactively with users regarding incident status and resolution progress.

Minimum Requirements

• Matric or equivalent secondary qualification.
• IT-related certification e.g., CompTIA, Microsoft, or similar
• 3–5 years of experience in a Service Desk or Technical Support role, preferably within an ITIL-aligned environment.
• Strong interpersonal and communication skills, with the ability to engage effectively with users and team members.
• Highly organized, deadline-driven, and able to prioritize tasks in a fast-paced environment.
• Excellent analytical and problem-solving abilities.
• Confident decision-maker with a proactive and solution-oriented mindset.
• Able to remain calm and focused under pressure.