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job1502 - Network Operator

Job Title:  Network Operator

Job Purpose:

Monitors and reports on Network performance using management and analysis tools. Administers the incident/problem/change management system. Respond to and resolves "tickets" raised by customers, users and field engineers, by researching and answering telecommunications questions; diagnosing and resolving network problems.


  • Understands telecommunications issues raised by users by listening to problems and concerns; leading users through problem-identification procedures.

  • Resolves issues by researching documentation; troubleshooting hardware, software, or feature problem; guiding users or field engineers through corrective steps; escalating problems to second level; tracking status of problems and solutions.

  • Establishes and maintains service by assisting users and field based engineers through new installations and configurations.

  • Maintains help desk database by entering caller statistics, inquiries, and responses.

  • Avoids legal and contractual challenges by monitoring compliance with service agreements and related contract KPI’s.

  • Improves help desk efficiency by recommending changes in information and processing.

  • Updates job knowledge by tracking and understanding emerging practices and standards; participating in educational opportunities; reading professional publications;

  • Enhances department and organisation reputation by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to job accomplishments.


Minimum 2.1 degree in information technology or related technical subject.


Customer Service, Customer Focus, Telecommunications Knowledge, MS Office, Technical Understanding, Patience, Professionalism, Objectivity, Listening, Presenting Technical Information, Multi-tasking, Attention to detail.

This job is ideally suited to a new graduate with a degree in IT or communications.