About the position
Our client, a custom software development/digital supply chain business, currently seeks to appoint a Control Room Operator to join their growing operations centre team to be based in Durbanville, Cape Town. In this role, you will be working on a 24/7 operational shift work environment where you will fulfil real-time system monitoring, incident response, and technical support to ensure uninterrupted site operations. As the first line of defense in IT and operational issues, you will be responsible for logging incidents, escalating critical issues, and ensuring smooth communication between teams.
Minimum Requirements:
- In-office presence is mandatory for this role
- Must be willing and able to work 24/ 7 operational shifts
- At least 1 year experience in a Control Room, IT Helpdesk, or Technical Support role
- Experienced in incident monitoring, system troubleshooting, and report logging
- Ability to handle high-pressure situations with quick decision-making
- Familiarity with IT infrastructure, network basics, and ticketing systems
- Proficiency in using control room monitoring tools and Microsoft Office
- Valid driver's license and own car
- Preferred Requirements:
- Zabbix Certified Specialist (for system monitoring) or equivalent monitoring tools specialization
- CompTIA A+ (Technical support fundamentals) or equivalent IT Support qualifications
Technical Skills and Knowledge:
Monitoring and Troubleshooting
- Experience with real-time monitoring tools (Zabbix, PRTG, SolarWinds, or similar).
- Ability to diagnose system failures, network outages, and operational inefficiencies.
- Understanding of LAN/WAN basics, firewalls, and remote access troubleshooting.
Security and Compliance - Familiarity with security monitoring and access control systems
- Basic understanding of cybersecurity principles and data protection policies
- Ability to follow SOPs for incident management and escalation protocols
IT and Operational Support - Experience using remote support tools (RDP, TeamViewer, AnyDesk)
- Basic knowledge of Windows/Linux system administration
- Ability to provide technical guidance to on-site personnel when needed
Main duties will include, but are not limited to:
Real-time System Monitoring and Incident Response
- Continuously monitor network systems, weighbridges, security systems, and IT infrastructure
- Identify and escalate issues related to connectivity, software failures, and operational disruptions
- Proactively detect and log site failures, network downtimes, or security alerts
- Respond to critical alarms and system events with urgency and accuracy
- Provide real-time updates to relevant teams and stakeholders
- Technical Support and Troubleshooting
- Act as first-line support for operational and IT-related issues
- Troubleshoot basic hardware, software, and network connectivity problems
- Provide remote assistance to on-site teams when required
- Escalate unresolved technical issues to Tier 2 Support
- Incident Logging and Reporting
- Accurately log all incidents, requests, and system anomalies
- Maintain shift reports, weighbridge logs, and hourly monitoring records
- Ensure timely escalation of critical issues based on SLA guidelines
- Assist in data validation, report accuracy, and process improvement initiatives
- Communication and Coordination
- Serve as the communication hub between Tier 1, Tier 2, and on-site teams
- Conduct structured shift handovers to ensure operational continuity
- Ensure clear, concise, and professional communication during incidents
- Coordinate with security personnel, network engineers, and IT teams as needed
- Compliance and Standard Operating Procedures (SOPs)
- Ensure strict adherence to security protocols and operational SOPs
- Maintain confidentiality of sensitive site and network information
- Follow established escalation procedures and compliance regulations
Desired Skills:
- technical support
- system monitoring
- monitoring
- zabbix
- solarwinds
- help desk
- 1st line
- 2nd line
- tier 1
- tier 2
- Remote Troubleshooting
- TeamViewer
- AnyDesk
- control room
- IT Support
- Network
Desired Work Experience:
Desired Qualification Level:
