Technical Assistant L1

Nexio; Bellville; On-site; ZAR 200,000 - 300,000; Full time

Job summary

A leading telecommunications company is seeking a Level 1 Technical Assistant to join their Network Management Centre. The role involves monitoring network alarms, logging incidents, and managing fault resolutions in a 24/7 environment. Ideal candidates will have a Matric qualification, computer literacy, and a willingness to learn in a dynamic team setting.

Qualifications

• Matric/Grade 12 or NQF level 4 is essential.
• Computer literacy is essential.
• Experience in call center or service desk environments is advantageous.

Responsibilities

• Monitor network alarming and log incidents.
• Facilitate field service calls and track faults.
• Manage and close incidents as per Fault Management procedure.

Skills

Communication

Teamwork

Time Management

Problem Solving

Education

Matric/Grade 12 or NQF level 4

IT or Telecommunications certification

Job description

Overview

• A Level 1 – Technical Assistant will receive training/mentorship within our Network Management Centre (Telecommunications) that currently deals with Event & Fault Management and Incident Management on a 24/7 basis.
• Each Technical Assistant will take responsibility for the following during the program:
• Monitoring of the network alarming.
• Timely logging of incidents for alarms received.
• Timely handover of incidents to all resolving parties.
• Facilitating field service calls and tracking faults on the trouble ticketing system.
• Management and closing of incidents as per Fault Management procedure.
• Understanding of all key performance indicators.
• Answering the agreed percentage of voice calls and emails within the allocated service time.

Educational And/or Work Experience Requirements

• Matric/Grade 12 or NQF level 4 (Essential)
• Computer Literacy (Essential)
• Understanding of IT or telecommunications (Advantageous)
• Experience working with call center or service desk environments (Advantageous)
• IT or Telecommunications certification would be (Advantageous)

Knowledge And Skills Required

• Ability to think and interact logically.
• Excellent communication, interpersonal, verbal & written skills.
• Self-motivated learner.
• People skills and the ability to work well with others, demonstrating teamwork.
• Ability to work under pressure and meet tight deadlines.
• Willingness to assist with additional tasks as needed.
• Good judgment skills.
• Behavioral traits such as positive attitude, motivation, and time management.

Special Requirements

• Be prepared to work in a 24/7 environment, including shift work and overtime on client premises.
• Must be able to travel to site after hours, on weekends, and public holidays.
• Working hours will be allocated as per the operational roster.
• Must be able to report to different reporting lines simultaneously.