CCNA/CCNP Technical Officer at Nexio

Role Purpose

• The role of the Technical Officer (TO) in the Vodacom Business Technical Service Desk and Assurance Team is to provide technical support and incident management to Vodacom Business customers within the product and solution space of converged network service offerings.
• This requires taking full control and ownership of all service incidents and requests assigned to the Technical Officers appointed in this role. 
• Managing all technical support activities, including customer engagement via telephone and email, in a professional manner and according to KPI requirements throughout the service request lifecycle.

Key Accountabilities  

The key accountabilities are (not limited to):

To provide Technical Service Desk and Assurance support for enterprise customers within the products, services and solutions offering to Vodacom Business customers. These are, but not limited to:

• Wide Area Network access services (MPLS/VPN / SD-WAN / Business Connect)
  • Fibre
  • Microwave
  • VSAT
  • Wireless GSM – LTE and 3G
  • Diginet and ADSL as end of life solutions
• VoIP
• Internet access
• Hosting
• Security and;
• Electronic Commerce
• Inclusive of any emerging technologies such as SD-WAN, Business Internet, Business Connect
• Understand and utilise monitoring and other management toolsets, in order to investigate and resolve service requests:
  • Siebel
  • Netcool
  • Infovista
  • MSPI
  • Cisco QPS
  • Palladion
  • Voogle
  • Axess
  • Uniweb
  • And other applicable systems
• Perform Technical Service Desk and Assurance diagnosis and troubleshooting using existing standard operating procedures and available tools.
• Report and manage access link issues to internal and external suppliers.  
• Manage all incidents and customer queries on Siebel and other relevant systems
• Timeous, accurate and high-quality recording of symptoms, progress updates and status changes throughout the lifecycle of an incident.
• Target a resolution ratio of 70-80% of all incidents logged at the Technical Service Desk, using Standard Operating Procedures (SOP) and information sources for assistance.
• Manage the average Mean Time to Restore (MTTR) on a month-to-month basis according to Service Level Agreement (SLA) requirements.
• Ensure incident resolution within SLA, by escalating to the Technical Assurance support team or any other specialist departments internally.
• Professional and Quality engagement with all external parties, partners and companies.
• Ensure timely and correct escalation of incidents when necessary.
• Utilise escalations management procedures as defined by Standard Operating Procedures (SOP)
• Participate on special projects as assigned.

Overall Performance Indicators –

• Primary interface and Single Point of Contact (SPOC) for enterprise customers within the services and solutions stack of Vodacom Business.
• Coordinate, manage and communication of calls logged to the Technical Service Desk and Assurance Team and assigned to the Technical Officer.
• Manage the customer expectation of exquisite services, quality feedback and control, performed within a professional structured approach.
• Manage day-to-day service delivery within SLA expectation.
• Fully documented, and quality-controlled incidents and other service requests.
• Increase Customer Service Index (CSI) survey score with a target of 55 in the 2019/2020 financial year
• Managing Mean Time to Restore / Resolve (MTTR) within SLA parameters.

Job knowledge 

• Information Communication and Telecommunication (ICT) industry
• Understanding of mobile (GSM) and enterprise (IP) technologies
• Incident management and troubleshooting (Analysis and diagnosis of incidents)
• CRM / Incident and Service Management systems such as Siebel and other similar tools (Remedy, HP SD, Service-Now)

Knowledge of:

• Access services
• Broadband services (Business Internet)
• VoIP
• E-commerce,
• MPLS networking
• Cisco products
• SD WAN technologies
• Network diagnostic tools and methods

Job Related Skills 

• Possess strong customer service and customer centric focus
• Quality execution of work
• Microsoft Office applications
• Business Operation System (BSS) and Operational Support Systems (OSS) applications
• Strong problem-solving skills and inherent decision-making ability
• Excellent telephonic, verbal and written communication
• ITIL, eTOM or TOGAF
• Able to take initiative and be assertive to resolve / complete incidents and requests
• Ability to organize work in an efficient manner, work with multiple calls concurrently, and prioritise calls.
• Work well under pressure and handle stress and stressful situations properly
• Work with minimal direct supervision.

Job Experience & Education

• Matric certification (essential)
• CCNA / CCNP or any related certification associated with (essential or evidence working towards)
• 3 Year Degree / equivalent Diploma in engineering / Information Technology / computer science (desirable)
• ITIL Certification(s) (desirable)
• 2 - 3 years on an ICT Service Desk of which 6 months must be in a complex IP routing environment
• At least 6 months of technical support of ICT services

Other

• Must be prepared to work shift rotation
• 24 X 7 X 365;
•  Alternatively
  • Business hours or;
  • Extended Business hours