NOC Tier 1

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.

Please Note:

As all iqbusiness roles require honesty in the handling of or access to cash, finances, financial systems, or confidential information; our recruitment process requires that the following background checks be completed: credit, criminal, ID, and qualification verification.

iqbusiness is committed to sustainable growth and transformation, we embrace diversity and employ previously disadvantaged individuals