Technical Assistant – Transport

OVERVIEW

Our Client requires a Technical Assistant to work within a Transmission/CDN fault management environment, providing a monitoring and incident management service on a 24x7 basis.

ROLE AND RESPONSIBILITIES:

A Technical Assistant is responsible for the following:

• Monitoring Netcool and Network Management Elements in all regions across different NMS’s.
• Attending to emails and telephone calls, reporting of faults and assigning tasks to operational teams performing first line maintenance/remote fixing of faults related to the client services environment.
• Identifying unreachable (communications loss) elements, logging and managing until resolved.
• Managing, tracking & updating open faults/incidents in-hand with operational teams until resolution & closure. [Including faults in-hand external and/or 3^rd Party vendors.]
• Minimizing & resolving client escalations as well as escalations highlighted by the team (Junior and other Senior Technical assistants).
• Monitoring and escalating major Regional failures affected by Transmission faults. Notifying and updating relevant Regional support teams to attend on failure.
• Using/Analyzing current available reports to resolve current & legacy network faults.
• Providing First Line Maintenance information and Root Cause Analysis.

KEY PERFORMANCE INDICATORS:

The Operations Leader must review the following:

• Dispatching of tasks to relevant teams.
• Liaising with relevant teams and providing support.
• Improving Performance towards the Clients KPI.
• Adhering and following incidents management process.
• Managing expectations of third parties.
• Ensuring a mean to time to log (MTTL), mean time to dispatch (MTTD), mean time to restore (MTTR), mean time to close (MTTC) within allocated time.

Qualifications & Education Requirements

• Matric/Grade 12 (Essential) or NQF level 5 and higher.
• ICT or Telecommunications certification would be advantageous.
• CCNA certification will be advantageous.

Experience Required

• 2/3 years of experience performing in a fault logging or incident management environment (Essential).
• 2/3 years of experience of working on Network Management Systems and fault diagnosis (Essential).
• Tellabs/Nokia/Nokia DWDM/Huawei/Cisco NMS experience will be Advantageous.
• Knowledge of event management (Advantageous).
• Knowledge of problem Management (Advantageous).
• Knowledge in Application Performance Monitoring (Advantageous).
• Basic understanding of IP Networks fundamentals (Advantageous).
• Experience CMD/SSH/Putty commands (Advantageous).
• Experience in fault localization through element management platforms.
• Experience working with Remedy fault management (ETOM) system (Advantageous).
• ITIL Foundation certification (Advantageous).
• Good IT knowledge (A+/N+/Windows Server Certification) and experience (Advantageous).

Knowledge and Skills Required

• Analytical.
• The ability to work in a team and to be proactive around self-learning.
• The ability to work under pressure and to tight deadlines.
• Willingness to assist with additional tasks given to the team.
• Interpersonal skills.
• Good judgment skills.
• Good communication skills.
• Good behavioral traits such as attitude, motivation, and time management.
• Basic MS office skills (Word/Excel/Outlook).

Special Requirements

• Most important, be prepared to perform in a 24/7 environment, shift work, standby, and overtime.
• Must be prepared to work outside of “working hours.”
• Must be able to report to different reporting lines simultaneously.
• Must be able to travel to and from client premises.

Application Submission Details

Email Application to https://jobs.talent.dynamics.com/jobs/stortech.co.za/3/70/apply including the following:

• Updated CV.
• 5-line motivation, maximum.