Tech Officer: Broadband SOC Generic at Telkom

Job Responsibilities

OUTPUT 1

• Processed Service Work Flow

SUB-OUTPUTS

• Receive/ draw request
• Interrogate/ analyse request
• Process request
• Configure/ map network
• Correlate Trouble Ticket to Planned Work
• Activate/ deactivate services
• Update records/ system
• Track/ monitor/ escalate progress
• Provide to relevant role players
• Provide support

RANGE

• Telkom services/ products
• Telkom Network
• Work request (Fulfillment Assurance/ Cut Over/ Migration)
• Network info/ diverts/ updates
• Common Cause (Core/ Access Networks)
• Support Technical/ Non Technical
• Enquiries
• Customer complaints/ Interactions
• Telkom OSS (Test systems/ Element manager/ CRM/ SML/ WFM/ FB)
• Gather information/ compile reports/ distribute reports
• Scheduling
• Cross functional Service Organisation intervention

OUTPUT 2

• Provided Support (Assurance/ Fulfillment/ Escalation)

SUB-OUTPUTS

• Bulk co-ordination of request due to specific projects (Customer/ Telkom)
• Follow-up outstanding work
• Capture progress updates on relevant system
• Track/ monitor escalation
• Handle all queries (internal/ external)
• Co-ordinate/ feedback progress to relevant stakeholders on projects
• Report tracking

RANGE

• Attendance Register
• Source Data
• Telephony system
• OSS
• Broad Band Products
• Reports
• Scheduling
• Quality
• Projects
• Skill transfer

Education

• NQF 5: Higher Certificate/ Advanced National Vocational Certificate
• OR NQF 4: School leaving qualification: National Certificate (Grade 12)/ National Senior Certificate/ National (vocational) Certificate

Experience

• 6 months/ 1 Year relevant experience
• OR 3 years relevant experience