Technical Assistant (Fault Management) at Nexio

Overview

• Our client requires technical assistants to work within a 24/7 Fault Management Environment dealing with monitoring of RAN Active – Element alarming as well as RAN Environmental alarming requests, ownership of all Incidents relating to events and ensuring restoration of service, quality management and process adherence.

Role and Responsibilities:

A Technical Assistant is responsible for the following:

• Monitoring of the RAN Active and Environmental alarms.
• Timeous logging of incidents for RAN alarms received.
• Timeous handover of incidents to the resolving party.
• Incident Management: create and close manual incidents as per Fault management procedure.
• Migrate RAN Site Access voice calls via IVR to USSD channel.

Key performance indicators:

A technical Assistant has the following deliverables:

• Mean to time to log (MTTL) a fault shall be within allocated time.
• Mean time to dispatch (MTTD) incidents to the resolving party shall be within allocated time from Event start.
• Mean time to close (MTTC) incidents within an allocated time from event finish.
•  Answer agreed percentage of all calls within allocated time. Communication of abnormalities experienced on shift with End-to-End updates to senior staff and colleagues.
•  Pro-active fault logging and 1st line RAN investigation and correspondence
•  Quality feedback on faults and understanding of the operational & Business requirement
•  Alarming correlation per Fault management procedure

Qualifications & Education Requirements

• Matric/NQF Level 5 (Essential)
• Diploma or certification in IT Information Systems or Networking (Advantageous)

Experience Required

• 2/3 years of experience performing in a fault logging or Incident environment (Essential)
• Telecommunications experience in Element Management (Advantageous)
• Good IT knowledge and experience (Advantageous)
• Experience working with ARS Fault Management System (Advantageous).
• Cellular knowledge (Advantageous)

Knowledge and Skills Required

• Ability to think and interact logically
• A natural curiosity
• 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