Technical Assistant - Bellville, South Africa - Nexio

Nexio
Nexio
Verified Company
Bellville, South Africa

1 week ago

Thabo Mthembu

Posted by:

Thabo Mthembu

beBee Recruiter
Description

OVERVIEW


Our client requires technical operator to work within a fault management environment, providing a monitoring and incident management service for Financial and Digital Lifestyle Services.


ROLE AND RESPONSIBILITIES:


A Technical Assistant is responsible for the following:

  • Manage, track & update open faults/incidents in-hand (via BMC Remedy) 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).
  • Use/Analyse current available reports to resolve current & legacy network faults
  • Provide First Line Maintenance information and Root Cause Analysis.
  • Assist with coordinating and managing highlevel incident sessions and communications.

KEY PERFORMANCE INDICATORS:


The operations must review the following:

  • Work with all stakeholders to resolve incidents within SLA
  • Adhere to, and improve on priority failure and general incident handling processes and procedures
  • Ensure quality aspects are consistently applied to all work components


  • Maintain Application Availability

  • Identify and resolve malfunctions that are negatively impacting services.
  • Initiate troubleshooting sessions that involve cross functional teams.
  • Contribute to knowledge base
  • Document new knowledge gained from experience to the central database for use by teams

Qualifications & Education Requirements

  • ITIL Foundation certification (Advantageous)
  • Matric/NQF Level 4 (Essential)
Diploma or certification in any of the following disciplines:
Engineering / Information Technology/ Computer Science / Information Systems (Advantageous)


Experience Required

  • 2/3 years of experience in an IT environment performing fault logging or incident management function (Essential)
  • Experience coordinating highlevel support sessions/scenarios with multiple stakeholders (Advantageous)
  • Experience in Telecoms environment (Advantageous)

Knowledge, Skills and Traits Required

  • Analytical thinking
  • IT knowledge (A+/N+/Windows/Linux/Automation)
  • Knowledge of event, incident and problem management
  • Knowledge of Application Performance Monitoring
  • Application programming or scripting knowledge
  • Basic understanding of IP Networks fundamentals
  • The ability to work in a team and to be proactive around selflearning

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.
More jobs from Nexio
See all jobs of Nexio