Field Technician - Johannesburg at West Indian Ocean Cable Company (WIOCC)

Job Objective:
Focus on delivering efficient field support, by resolving incidents and providing support on installations, maintenance and network management. You will need to collaborate with cross-functional teams to enhance service delivery and client satisfaction.

Key Duties & Responsibilities

• 1 st Level 24/7 field support, escalation / on-call
• Proactive monitoring of equipment & facilities
• Network installation, testing & commissioning, bringing into service and integration
• Cross connects & jumping
• Maintain records, inventory and spares
• Receive equipment, bench test, storage and RMA return handling
• Incident and problem resolution as directed by NOC / TAC
• Provide Service Desk / NOC / NMC cover during an Emergency / Disaster Recovery event
• Assist the Service Manager as directed
• Assist with technical shareholder support/shareholder consultancy and sales support
• Assist with network equipment vendor management
• Assist with network quality and performance management
• Assist with the creation of ad hoc reports as needed
• Assist other departments and lead and report on projects as requested by the Programme Manager
• Adhere to all company policies and procedures
• Provide both pre-sales and post-sales support to the clients for good client management and retention
• Make technical presentations and demonstrations to the WIOCC clients
• Provide training and product support for the technical teams
• Implementation of agreed sales strategies in the market of South Africa

Minimum Qualifications:

• Bachelor's degree (or equivalent work experience) in a technical field
• Technical certifications CCNA or JNCIA (desirable) or equivalent
• Integration of OTN/DWDM education, certifications, practical experience and technical competencies
• Qualifications in Sales will be an added advantage

Experience & Skills

• Requires technical experience in the telecom industry including data center installations
• Knowledge of platforms including OTN, DWDM, SDH and Data (Ethernet, IP/MPLS, OSPF, BGP).
• Knowledge in supporting transmission and switching equipment from leading manufacturers. i.e., Mikrotik, Juniper, Tejas Networks, Ciena, Infinera etc.
• Experience working with AC and DC power as well as PSU/rectifier units
• Ability to share knowledge and coach other members
• Effective written and verbal communication skills
• Excellent communication and soft skills, including ability to listen, summarise and concisely share key information with clients
• Must use B/OSS tools effectively to record information accurately and concisely in a timely manner
• Demonstrate ability to manage multiple priorities and solve problems in a fast-paced environment
• Demonstrate technical knowledge in telecommunications with commercial acumen
• Demonstrate a clear sense of urgency and respond to client requests in a timely and accurate fashion
• Willingness to travel extensively within African countries to work with a global team of professionals

Attributes

• Client focused, relationship builder
• Integrity, honest with high ethical standards
• Boundless, passionate and flexible
• Personal excellence, accuracy and attention to detail
• Collaborative, achieve results through teamwork and partnerships
• Strong analytical skills and ability to collate and interpret data from various sources
• Good English language communicator with a natural aptitude for dealing with people
• Excellent network diagnostic and problem-solving skills