Technical Assistant – Transport

Nexio; Bellville; On-site; ZAR 30 000 - 60 000; Full time

Job summary

An established industry player is seeking a dedicated Technical Assistant to join their dynamic team in a fast-paced 24/7 environment. This role involves monitoring network systems, managing incidents, and ensuring efficient fault resolution. The ideal candidate will have a strong background in telecommunications, excellent analytical skills, and the ability to work under pressure. You will play a crucial role in maintaining client satisfaction and operational excellence. If you are proactive, a team player, and ready to tackle challenges head-on, this opportunity is perfect for you.

Qualifications

• 2-3 years in fault logging or incident management.
• Experience with Network Management Systems and fault diagnosis.
• Basic understanding of IP Networks fundamentals.

Responsibilities

• Monitor Netcool and manage incidents 24/7.
• Provide first line maintenance and root cause analysis.
• Liaise with teams to resolve client escalations.

Skills

Analytical Skills

Interpersonal Skills

Communication Skills

Basic MS Office Skills

Ability to Work Under Pressure

Education

Matric/Grade 12

ICT or Telecommunications Certification

CCNA Certification

Tools

Netcool

Remedy Fault Management System

NMS Systems

CMD/SSH/Putty

Job description

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 assign tasks to operational teams performing first line maintenance/remote fixing of faults related to the client services environment
• Identify unreachable (communications loss) elements, log and manage until resolved
• Manage, track & update open faults/incidents in-hand with operational teams until resolution & closure. [Including faults in-hand external and/or 3rd Party vendors]
• Minimize & resolve client escalations as well as escalations highlighted by the team (Junior and other Senior Technical assistants)
• Monitor and escalate major Regional failures affected by Transmission faults. Notify and update relevant Regional support teams to attend on failure.
• Use/Analyse current available reports to resolve current & legacy network faults
• Provide First Line Maintenance information and Root Cause Analysis
  
  

Key Performance Indicators

The Operations Leader must review the following:

• Dispatching of tasks to relevant teams
• Liaise with relevant teams and provide support
• Improve Performance towards the Clients KPI
• Adhere and follow incidents management process
• Manage expectations of third parties
• Ensure 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
• Matric (Essential)
• 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 skill
• Good communication skills
• Good behavioural 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