Technical Assistant – Transport Services at Nexio

 A Technical Assistant is responsible for the following:

• Monitoring of elements and components making up the service.
• 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 or drops in services, log and manage until resolved
• Liaise with operational engineers and support teams to resolve network faults and restore services.
• Event monitoring and dispatching of tasks to relevant teams.
• Service dashboard monitoring to detect outages or degradation of services
• Manage, track, and update open incidents with field technicians and/or third parties.
• Resolve incidents to resolution.
• Use/Analyze current available reports to resolve network faults
• Provide first line maintenance information and root cause analysis.
• Answer agreed percentage of voice calls and emails within allocated service time.

 DELIVERABLES, KEY INDICATORS AND ACTIVITIES

A technical operator has the following deliverables:

• Dispatching of tasks to relevant teams.
• Liaise with relevant teams and provide support
• Improve performance towards the client’s key performance indicators
• 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

• 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/Huawei/Cisco NMS experience will be Advantageous
• Matric/Grade 12 or NQF level 5 or higher (Essential)
• Knowledge of event management (Essential)
• Knowledge in Application Performance Monitoring (Advantageous)
• Basic understanding of Microwave fundamentals (Advantageous)
• Experience working with call traces (Advantageous)
• Experience working with Remedy fault management system (Advantageous)
• Experience working with Power BI and other reporting platforms (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 skills
• Good communication skills
• Behavioral Traits such as attitude, motivation, and time management
• Basic MS office skills (Word /Excel/ Outlook)

Special Requirements

• Most important, be prepared to perform in a 24/7 environment, shift work and overtime.
• Working hours will be allocated as per assigned operational roster.
• Must be able to report to different reporting lines simultaneously.