Technical Assistant – CORE

SUMMARY AND PRIMARY OBJECTIVES, SCOPE OF WORK

Our client requires a technical operator to work within a fault management environment – looking after VAS / Core switching services in the Network Management Centre that currently deals with Event Management, Incident Management and Problem Management on a 24/7 basis.

ROLE AND RESPONSIBILITIES:

A Technical Assistant is responsible for the following:

• Monitoring of Radio elements 3G/ LTE /4G performance issues.
• Monitoring of Call performance and media gateway issues national and international.
• 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 service degradation.
• Identify possible site problems and log and manage until resolved.
• Liaise with operational engineers and support teams to resolve faults to restore services.
• Event monitoring and dispatching of tasks to relevant teams.
• Service dashboard monitoring to detect outages or degradation of services.
• Manage, track, and update open incidents with field technicians and/or third parties.
• Resolve incidents to resolution.
• Use/Analyze current available reports to resolve network faults.
• Provide first line maintenance information and root cause analysis.
• Answer agreed percentage of voice calls and emails within allocated service time.

DELIVERABLES, KEY INDICATORS AND ACTIVITIES

A technical operator has the following deliverables:

• Dispatching of tasks to relevant teams.
• Liaise with relevant teams and provide support.
• Improve performance towards the client’s key performance indicators.
• Adhere and follow incidents management process.
• Manage expectations of third parties.
• Ensure a mean 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 or NQF level 5 or higher (Essential).
• ICT or Telecommunications certification would be advantageous.
• Knowledge of event management (Essential).
• 2/3 years of experience performing in a fault logging or incident management environment (Essential).
• Knowledge and experience with various NMS’ will be advantageous.
• Knowledge and experience with various RAN NMS will be advantageous.
• Knowledge in Application Performance Monitoring (Advantageous).
• Basic understanding of CDN international links (Advantageous).
• Experience working with call traces (Advantageous).
• Experience working with Remedy fault management system (Advantageous).
• Experience working with Power BI and other reporting platforms (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.
• 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 and overtime.
• Working hours will be allocated as per assigned operational roster.
• Must be able to report to different reporting lines simultaneously.

Application Submission Details

Email Application to

including the following:

• Updated CV.
• Short motivation letter.
• NOTE: G4S Background checks required (Credit/Criminal check).