Technical Assistant at Nexio

OVERVIEW  

Our client requires technical operator to work within a fault management environment, providing a monitoring and incident management service.  

ROLE AND RESPONSIBILITIES:  

A Technical Assistant is responsible for the following:  

• Monitoring Netcool and/or AppDynamics and Network Management Elements in all regions.
• Attending to emails and telephone calls, reporting of faults and assign tasks to operational teams performing first line maintenance/remote fixing of faults related to the client services environment.
• Identify unreachable (communications loss) elements, log and manage until resolved.
• Manage, track & update open faults/incidents in-hand with operational teams until resolution & closure. [Including faults in-hand external and/or 3rd Party vendors]
• Minimize & resolve client escalations as well as escalations highlighted by the team (Junior and other Senior Technical assistants).
• Use/Analyse current available reports to resolve current & legacy network faults
• Provide First Line Maintenance information and Root Cause Analysis.

KEY PERFORMANCE INDICATORS:  

The operations must review the following: 

• Build relationships - Work collaboratively with others, inside and outside Supplier, and at multiple levels within the organization. Meet commitments and build trust. Develop positive working relationships.
• Maintain Infrastructure Availability - Identify and resolve malfunctions that are negatively impacting services.
• Learn Troubleshooting - Initiate troubleshooting sessions that involve cross functional teams.
• Contribute to knowledge base - Document new knowledge gained from experience to the central database for use by teams

Qualifications & Education Requirements 

• ITIL Foundation certification (Advantageous)
• Matric/NQF Level 4 (Essential)
• Diploma or certification in any of the following disciplines: Engineering / Information Technology/Computer Science / Information Systems (Advantageous)

Experience Required 

• 2/3 years of experience performing in a fault logging or incident management environment (Essential) 
• Experience working with call traces 
• Fault localization through element management platforms

• Experience working with Remedy fault management (ETOM) system (Advantageous)  

• IT knowledge (A+/N+/Windows/Linux/Scripting/Programming/Automation) and experience.  

Knowledge and Skills Required 

• Analytical thinking
• Knowledge of event management 
• Knowledge of problem Management 
• Knowledge in Application Performance Monitoring (Advantageous)
• Basic understanding of IP Networks fundamentals 
• The ability to work in a team and to be proactive around self-learning 
• The ability to work under pressure and to tight deadlines 
• Interpersonal skills  
• Basic MS office skills (Word /Excel/ Outlook) 

Special Requirements  

• Most important, be prepared to perform in a 24/7 environment, shift work, standby and overtime  
• Must be prepared to work outside of “working hours”. 
• Must be able to report to different reporting lines simultaneously.