Technical Assistant – Asoc Fm Vas / Switching

SUMMARY AND PRIMARY OBJECTIVES, SCOPE OF WORKOur client requires a technical operator to work within a fault management environment – looking after VAS / Core switching services in the Network Management Centre that currently deals with Event Management, Incident Management and Problem Management on a 24/7 basis.ROLE AND RESPONSIBILITIES:A Technical Assistant is responsible for the following:Monitoring of Radio elements 3G/ LTE /4G performance issues.Monitoring of Call performance and media gateway issues national and international.Attending to emails and telephone calls, reporting of faults and assigning tasks to operational teams performing first line maintenance/remote fixing of faults related to the service degradation.Identify possible site problems and log and manage until resolved.Liaise with operational engineers and support teams to resolve faults to 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 ACTIVITIESA 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 time to log (MTTL), mean time to dispatch (MTTD), mean time to restore (MTTR), mean time to close (MTTC) within allocated time.Qualifications & Education RequirementsMatric/Grade 12 or NQF level 5 or higher (Essential).ICT or Telecommunications certification would be advantageous.Knowledge of event management (Essential).2/3 years of experience performing in a fault logging or incident management environment (Essential).Knowledge and experience with various NMS' will be advantageous.Knowledge and experience with various RAN NMS will be advantageous.Knowledge in Application Performance Monitoring (Advantageous).Basic understanding of CDN international links (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 RequiredAnalytical.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 RequirementsMost 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 DetailsEmail Application toincluding the following:Updated CV.Short motivation letter.NOTE: G4S Background checks required (Credit/Criminal check).
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