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  Real-Time Network Monitoring and Alert Response:
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  Monitor network systems (Zabbix, Grafana, The Dude) for performance anomalies, service disruptions and triggers.
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  Assess the severity and customer impact of incoming alerts.
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  Initiate documented troubleshooting steps to resolve issues and independently where possible.
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  Log all network incidents clearly and accurately in the ticketing system.
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  Incident Communication and Escalation Management:
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  Ensure clear and timely communication to relevant stakeholders regarding incident status,impact, and estimated time of resolution (ETA).
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  Follow established escalation procedures, engaging higher-level support teams when necessary.
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  Pro-actively chase resolutions, keeping all stakeholders informed at regular intervals until issues are fully resolved.
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  Assess and clearly document customer impacts associated with network alerts and incidents.
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  Prioritise incidents based on the level of customer impact and urgency.
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  Consistently adhere to agreed-upon Service Level Agreements (SLAs), ensuring timely responses and resolutions.
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  Develop a comprehensive understanding of network infrastructure, monitoring systems, andBcustomer environments.
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  Identify opportunities for process improvements, system enhancements, and monitoring optimisations.
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  Actively participate in training and knowledge-sharing initiatives within the surveillance team
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  Accurate Incident Logs.
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  Proactive Incident Communication.
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  Adherence to SLAs.

Requirements

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  Previous experience with network monitoring tools (Zabbix, Grafana, The Dude) advantageous.
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  Experience with ticketing systems in a team-based support environment is beneficial.

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  Technical Competencies:
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  Basic understanding of network protocols (TCP/IP, DNS, DHCP, HTTP, ICMP, SNMP).
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  Fundamental network troubleshooting skills advantageous.
  Proficiency in Microsoft Office (Word, Excel, Outlook).

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  Professional Skills:
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  Strong communication skills, both written and verbal, for clear stakeholder interactions.
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  Attention to detail when logging, updating, and documenting incidents.
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  Ability to multi-task effectively and prioritise work in a high-pressure, fast-paced environment.
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  Demonstrated problem-solving and analytical capabilities.
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  Familiarity with SLA principles and their application in a network monitoring context.
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  Strong interpersonal skills, able to work collaboratively with cross-functional teams.
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  Grade 12 is required.
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  A relevant tertiary diploma or degree will be beneficial.