Network Monitoring Agent

Red Ember Recruitment is seeking to hire a Network Monitoring Agent based in Plattekloof. Real-Time Network Monitoring and Alert Response: 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 to resolve issues and independently where possible. Log all network incidents clearly and accurately in the ticketing system. Incident Communication and Escalation Management: Ensure clear and timely communication to relevant stakeholders regarding incident status,impact, and estimated time of resolution (ETA). Follow established escalation procedures, engaging higher-level support teams when necessary. Pro-actively chase resolutions, keeping all stakeholders informed at regular intervals until issues are fully resolved. Assess and clearly document customer impacts associated with network alerts and incidents. Prioritise incidents based on the level of customer impact and urgency. Consistently adhere to agreed-upon Service Level Agreements (SLAs), ensuring timely responses and resolutions. Develop a comprehensive understanding of network infrastructure, monitoring systems, andBcustomer environments. Identify opportunities for process improvements, system enhancements, and monitoring optimisations. Actively participate in training and knowledge-sharing initiatives within the surveillance team Accurate Incident Logs. Proactive Incident Communication. Adherence to SLAs. Requirements Previous experience with network monitoring tools (Zabbix, Grafana, The Dude) advantageous. Experience with ticketing systems in a team-based support environment is beneficial. Technical Competencies: Basic understanding of network protocols (TCP/IP, DNS, DHCP, HTTP, ICMP, SNMP). Fundamental network troubleshooting skills advantageous. Proficiency in Microsoft Office (Word, Excel, Outlook). Professional Skills: Strong communication skills, both written and verbal, for clear stakeholder interactions. Attention to detail when logging, updating, and documenting incidents. Ability to multi-task effectively and prioritise work in a high-pressure, fast-paced environment. Demonstrated 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. Grade 12 is required. A relevant tertiary diploma or degree will be beneficial.