Network Monitoring Agent

Responsibilities

• 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 and resolve issues independently where possible
• Log all network incidents clearly and accurately in the ticketing system
• Communicate incident status, impact, and estimated time of resolution to relevant stakeholders
• Follow escalation procedures, engaging higher-level support teams when necessary
• Proactively follow up on open incidents, keeping stakeholders informed until full resolution
• Document customer impact associated with network alerts and incidents
• Prioritise incidents based on customer impact and urgency
• Consistently meet agreed Service Level Agreements (SLAs)
• Build a thorough understanding of network infrastructure, monitoring systems, and customer environments
• Identify opportunities for process improvements and monitoring optimisations
• Participate in training and knowledge sharing within the surveillance team

Requirements

• Grade 12 is required; a relevant tertiary diploma or degree is beneficial
• Previous experience with network monitoring tools (Zabbix, Grafana, The Dude) is advantageous
• Experience with ticketing systems in a team-based support environment is beneficial
• Basic understanding of network protocols (TCP/IP, DNS, DHCP, HTTP, ICMP, SNMP)
• Fundamental network troubleshooting skills are advantageous
• Proficiency in Microsoft Office (Word, Excel, Outlook)
• Strong written and verbal communication skills for clear stakeholder interactions
• Attention to detail when logging, updating, and documenting incidents
• Ability to multitask effectively and prioritise work in a high-pressure, fast-paced environment
• Strong 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

Benefits

• Exposure to a dynamic workplace
• A chance to grow your skills through our internal academy
• A friendly, team-driven environment
• Group Risk Benefits
• Medical Benefits
• Health and Lifestyle Programmes