Service Operations Center (SOC) Engineer

Established in 2001, RSAWEB is South Africa’s fastest growing internet service provider (ISP) with a focus on providing connectivity to home customers, and a wide array of technology solutions to businesses. We are obsessed about ensuring all our customers receive the best possible digital experience and exceptional customer service. Thousands of customers have given RSAWEB a 5-star rating, with an average rating of 4.7 out of 5 on Google – the best-rated ISP in South Africa. We are extremely proud of winning KFM’s Best of the Cape Awards: Best ISP in 2021 and 2022 being one of the fastest streaming ISPs on Netflix and a consistently top-rated ISP on MyBroadband. These accolades are not for nothing, as we constantly strive to improve our products, services, and solutions to enhance each customer’s experience. Having invested heavily in infrastructure, RSAWEB has built a strong presence in South Africa with Data Centres in Johannesburg and Cape Town.

Our Products and Services:

Fibre-to-the-Home (FTTH)
Fibre-to-the-Business (FTTB)
Enterprise connectivity
Mobile connectivity and data management
Cloud infrastructure and more!

At RSAWEB, we are passionate about using our creativity, to provide innovative solutions and services, that allow our customers to succeed in all areas of life. We believe that we are in the business of connecting customers and businesses with each other and a world of infinite possibility and opportunity, through technology. Our mission transcends our values through every customer, every interaction, every connection, every day.

Our values:

• We Build Trust and Ownership
• We Honour & Respect People
• We Cultivate Passion & Creativity
• We Innovate Feverishly
• We Go the Extra Mile
• We Believe in Humility
• We Communicate Openly & Honestly
• We Make it Fun
• We Teach, Grow & Learn
• We Do More, With Less

Where will the successful candidate fit in?

This role provides enterprise-level technical support, ensuring timely incident management, outage resolution, and service delivery in line with agreed SLAs. It involves proactive network and service monitoring, escalation handling, maintenance coordination, and hands-on configuration and support of infrastructure, VoIP, PBX, and managed WiFi services. The role also supports projects and internal teams to maintain service reliability and customer satisfaction.

Job Duties:

• Email and telephone Enterprise customer support and service management within Enterprise SLA's
• Triage and prioritisation of incidents, tickets and service requests
• Outage management: Escalation and network notices and customer follow-up
• NOC monitoring and escalation: Outages and major incidents
• Monitoring deployments, maintenance and audits
• Scheduling maintenance RSAWEB and partner providers
• Hardware configuration: Mikrotik advantageous
• On-site technicians remote support
• PBX deployment/maintenance/support.
• PBX extension management and deployment
• VoIP phone configuration and management
• VoIP - new services/cancellations
• Managed WiFi services - deployment/configuration/monitoring/reporting.
• Consumer Service Desk L3 escalations
• Projects Creating diagrams/user guides
• Hardware configuration
• AV management
• And any other reasonable task

Requirements

• 5 years’ experience working in a ISP technical c all centre or NOC environment
• A+,N+, CCNA or Microsoft certification.
• Critical Competencies: Experience and knowledge of IPv4 addressing and subnetting.
• Experience with DNS.
• Experience with working with network monitoring systems.
• Experience configuring and troubleshooting Mikrotik routers.
• Experience deploying, managing and supporting PABX/VoIP solutions.
• Experience configuring and supporting managed WiFi solutions.
• Experience working with Vmware, Linux/Windows servers advantageous.

Benefits

• Medical Aid (Discovery)
• Reduced Gap Cover Rates (Turnberry Premier)
• Retirement Annuity Contribution (Allan Gray)
• Medical Insurance (Momentum - Health4Me)
• Discounted Internet Connectivity
• Free Employee Wellness Programme (Lyra)
• Free barista prepared coffee and snacks from our in-house cafe.
• Exposure to latest industry technologies and standards
• Lastly, a work environment that rivals the very best!

If you have not heard from us within 2 weeks of submitting your application, please consider your application as unsuccessful.

Application Question(s):

• Do you have FTTB technical support experience?
• Do you have experience configuring router? If so, please tell us more
• What is your notice period?
• What is your current salary?
• What is your salary expectation?
• Are you willing to be in office Monday - Friday?

Education:

• High School (matric) (Preferred)

Experience:

• ISP Technical Support: 4 years (Preferred)

Work Location: In person