Technical Assistant – Transport Services

Summary And Primary Objectives, Scope Of Work

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

A Technical Assistant Is Responsible For The Following

• Monitoring of elements and components making up the service.
• 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 or drops in services, log and manage until resolved.
• Liaise with operational engineers and support teams to resolve network faults and 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 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

• 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/Huawei/Cisco NMS experience will be Advantageous.
• Matric/Grade 12 or NQF level 5 or higher (Essential).
• Knowledge of event management (Essential).
• Knowledge in Application Performance Monitoring (Advantageous).
• Basic understanding of Microwave fundamentals (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).