Technical Assistant – Transport at Nexio

ROLE AND RESPONSIBILITIES:

A Technical Assistant is responsible for the following: 

• Monitoring Netcool and Network Management Elements in all regions across different NMS’s
• 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)
• Monitor and escalate major Regional failures affected by Transmission faults. Notify and update relevant Regional support teams to attend on failure.
• 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 Leader must review the following:

• Dispatching of tasks to relevant teams
• Liaise with relevant teams and provide support
• Improve Performance towards the Clients KPI
• Adhere and follow incidents management process
• Manage expectations of third parties
• Ensure a mean to time to log (MTTL), mean time to dispatch (MTTD), mean time to restore (MTTR), mean time to close (MTTC) within allocated time

Qualifications & Education Requirements

• Matric/Grade 12 (Essential) or NQF level 5 and higher
• ICT or Telecommunications certification would be advantageous.
• CCNA certification will be advantageous

Experience Required

• 2/3 years of experience performing in a fault logging or incident management environment (Essential)
• 2/3 years of experience of working on Network Management Systems and fault diagnosis. (Essential)
• Tellabs/Nokia/Nokia DWDM/Huawei/Cisco NMS experience will be Advantageous
• Matric (Essential)
• Knowledge of event management (Advantageous)
• Knowledge of problem Management (Advantageous)
• Knowledge in Application Performance Monitoring (Advantageous)
• Basic understanding of IP Networks fundamentals (Advantageous)
• Experience CMD/SSH/Putty commands (Advantageous)
• Experience in fault localization through element management platforms
• Experience working with Remedy fault management (ETOM) system (Advantageous)
• ITIL Foundation certification (Advantageous)
• Good IT knowledge (A+/N+/Windows Server Certification) and experience (Advantageous)

Knowledge and Skills Required

• Analytical
• 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 skill
• Good communication skills
• Good behavioural Traits such as attitude, motivation and time management
• Basic MS office skills (Word /Excel/ Outlook)