Technical Assistant - Bellville, South Africa - Nexio

Nexio
Nexio
Verified Company
Bellville, South Africa

1 week ago

Thabo Mthembu

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Thabo Mthembu

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Description

OVERVIEW

Our client requires a Technical Assistant to work within a 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
  • Identify unreachable (communications loss) elements, log and manage until resolved.
  • Manage, track & update open faults/incidents inhand with operational teams until resolution & closure. [Including faults inhand external and/or 3rd Party vendors]
  • Minimize & resolve client escalations as well as escalations highlighted by the team (Junior and other Senior Technical assistants).
  • Use/Analyse current available reports to resolve current & legacy network faults
  • Provide First Line Maintenance information and Root Cause Analysis

KEY PERFORMANCE INDICATORS:


The Technical Assistant must review the following:

  • Liaise with relevant teams and provide support to restore transmission services
  • Improve Performance towards the Clients KPI
  • Adhere and follow incident & fault 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)
  • ICT or Telecommunications certification would be advantageous.

Experience Required

  • 2/3 years of experience performing in a fault logging or incident management environment (Essential)
  • 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 working with call traces (Advantageous)
  • 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 selflearning
  • 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
  • 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
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