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:

1. Monitoring of Radio elements 3G/ LTE /4G performance issues.
2. Monitoring of Call performance and media gateway issues, both national and international.
3. Attending to emails and telephone calls, reporting faults, and assigning tasks to operational teams performing first-line maintenance/remote fixing of faults related to service degradation.
4. Identify possible site problems and log and manage until resolved.
5. Liaise with operational engineers and support teams to resolve faults and restore services.
6. Event monitoring and dispatching of tasks to relevant teams.
7. Service dashboard monitoring to detect outages or degradation of services.
8. Manage, track, and update open incidents with field technicians and/or third parties.
9. Resolve incidents to resolution.
10. Use and analyze current available reports to resolve network faults.
11. Provide first-line maintenance information and root cause analysis.
12. Answer a specified percentage of voice calls and emails within allocated service times.

Deliverables, Key Indicators, and Activities

A Technical Operator has the following deliverables:

1. Dispatching of tasks to relevant teams.
2. Liaising with relevant teams and providing support.
3. Improving performance towards the client’s key performance indicators.
4. Adhering to and following incident management processes.
5. Managing expectations of third parties.
6. Ensuring metrics such as MTTL, MTTD, MTTR, and MTTC are within allocated times.

Qualifications & Education Requirements

• Matric/Grade 12 or NQF level 5 or higher (Essential)
• ICT or Telecommunications certification advantageous.
• Knowledge of event management (Essential).
• 2-3 years of experience in fault logging or incident management (Essential).
• Knowledge of various NMS and RAN NMS (Advantageous).
• Knowledge in Application Performance Monitoring (Advantageous).
• Basic understanding of CDN international links (Advantageous).
• Experience with call traces and Remedy fault management system (Advantageous).
• Experience with Power BI and reporting platforms (Advantageous).

Knowledge And Skills Required

• Analytical skills.
• Ability to work in a team and be proactive in self-learning.
• Ability to work under pressure and meet deadlines.
• Willingness to assist with additional tasks.
• Interpersonal and communication skills.
• Good judgment and behavioral traits such as motivation and time management.
• Basic MS Office skills (Word, Excel, Outlook).

Special Requirements

• Willingness to work in a 24/7 environment, including shift work and overtime.
• Working hours as per operational roster.
• Ability to report to different reporting lines simultaneously.

Application Submission Details

Email applications to include:

• Updated CV
• Short motivation letter
• Note: G4S background checks (Credit/Criminal) required.