Stephané Van Niekerk
Tier 1 NOC & Network Support Technician
Johannesburg
Summary
Tier 1 NOC and Network Support Technician with experience supporting FTTB and SMME customers within a fast-paced ISP environment. Skilled in network troubleshooting, incident management, router provisioning, WiFi diagnostics, fault escalation, and outage coordination. Experienced in supporting MikroTik and third-party routers, maintaining SLA compliance, and delivering effective remote technical support. Strong communicator with a customer-focused approach and a proven ability to resolve connectivity issues efficiently while working under pressure.
Overview
4
4
Languages
5
5
Certifications
5
5
years of professional experience
Work History
Tier 1 NOC & Network Support Technician
MetroFibre Networks
Centurion
01.2024 - Current
- Provide first-line technical support to FTTB and SMME customers within a national ISP environment.
- Troubleshoot connectivity, internet performance, and WiFi-related incidents.
- Perform network diagnostics including speed testing, LAN versus WiFi analysis, and device isolation.
- Configure and provision customer routers, SSIDs, passwords, and related network settings.
- Monitored service outages, escalating faults to field technicians and engineering teams for prompt resolution.
- Coordinated incident response activities during fibre outages, minimising customer downtime and ensuring service continuity.
- Managed support tickets, ensuring adherence to service-level agreements and timely resolution of customer issues.
- Communicate technical findings and resolutions clearly to customers and internal stakeholders.
- Support customer environments using MikroTik and third-party networking equipment.
International Au Pair Experience
Host Family
01.2022 - 12.2023
- Adapted to and thrived in diverse international environments while managing daily responsibilities independently.
- Cultivated effective communication and problem-solving skills while navigating cultural differences in family dynamics.
- Collaborated with families from varied cultural and language backgrounds, enhancing mutual understanding and support.
Education
High School Diploma -
Brainline Online School
South Africa 04.2001 -
Skills
Networking & ISP Support
- Network troubleshooting and diagnostics
- FTTB and SMME customer support
- Router provisioning and configuration
- MikroTik router support
- WiFi troubleshooting and optimisation
- LAN and wireless diagnostics
- Incident management and escalation
- Outage monitoring and coordination
- Fault logging and ticket management
Certification
French Language Studies 2021-10-12
Timeline
Tier 1 NOC & Network Support Technician
MetroFibre Networks
01.2024 - Current
International Au Pair Experience
Host Family
01.2022 - 12.2023
High School Diploma -
Brainline Online School
04.2001 -
Additional Information
References and Certifications available upon request.