Tech Officer: SLA & Special Investigator at Telkom

Core Description

• Technical Officer responsible to test and log special investigations on customer services with recurring faults.

Job Responsibilities
Output 1    

• Monitored Progress    
• Sub-outputs    
• Co-ordinate implementation of recommended solution
• Compile document
• Source feedback on progress
• Provide feedback
• Range
• Update database    Customer and Network Service Failures, Corporate ADSL services
• MCO, LTS, IP Activator, Tx Ops, PCMAC, Netterm, SWPDS Alarm & Support
• OCB, NET Manager, MS Outlook, Hi-Path
• Clear codes, Fault Repair management
• Cct Configuration, SLA, Penalty rebates
• UNIBase FMS, Customer, Data Services, MS Access
• Advantex, WebForce, xAct, DXX WeReporter
• Tellabs 8000 Network Manager, CBS

Output 2    

• Compiled Statistics    
• Sub-outputs
• Determine nature of statistics to be compiled
• Determine information sources
• Collect information
• Process the information
• Compile statistics
• Evaluate statistics for accuracy
• Distribute statistics
• Range
• Statistics
• KPI
• Network Failures
• Clear Codes
• MS Office

Output 3

• Compiled Technical Report
• Sub-outputs
• Receive request
• Gather information
• Analyze information
• Compile findings    A
• Range
• ll Logged Contractual Incidents And Reported date/ Time
• Cleared Date/ Time, Deffered Date/ Time And Downtime Per CI
• Repeat Faults, Circuit Rental, Penalty, GMTR And Rebate
• Clear Codes
• Reconciliation
• Non-Voice Data Services

Output 4

• Coordinated Network Investigation
• Sub-outputs
• Receive notification for network investigation
• Gather and analyze information
• Process information
• Initiate investigation
• Generate report
• Produce management reports    
• Range
• All non-voice data services

Output 5

• Managed Database
• Sub-outputs
• Receive and analyze raw data
• Verify data integrity
• Manipulate/ initiate update of relevant database    
• Range
• Special investigations, Netterm, SWPDS Alarm & Support, MS Outlook, Hi-Path, SLA, Access
• Visual basics, MS Access, DAS Website, Advantex
• Webforce, xAct, DXX WeReporter, Tellabs 8000 Network Manager, CBS, LTS, IP Activator

Output 6

• Investigated Recurring Faults
• Sub-outputs
• Receive information on recurring fault
• Obtain fault history of user circuits
• Analyze fault history
• Decide on action to be taken
• Inform client of investigation (if necessary
• Range
• All non-voice data services

Output 7

• Provided High Level Support
• Sub-outputs
• Determine nature of support to be provided
• Investigate need
• Initiate logging of need
• Identify potential need/ receive and analyse request
• Provide solution / execute support
• Provide feedback
• Range
• All non-voice data services

Core Competencies
Functional Knowledge

• Fault Management; Network Technologies & Configurations; Non-Voice Data Services; Alarm & Platform Support; Computer Hardware; Database Design; Computer Software; Fault Reporting; Procedures; Configuration; Management, Graphical services maps

Functional Skills

• Presentation Techniques; Analytical; Telephone Etiquette    

Attitudes/ Leadership Behaviour

• Assertive; Dedicated; Quality Awareness; Customer orientated

Certifications
Education

• NQF 4: School leaving qualification: National Certificate (Grade 12)/ National Senior Certificate/ National (vocational) Certificate

Experience

• 3 Years relevant experience

Additional Information
Special Requirements

• Ability to work shifts
• Ability to work overtime