Technical Officer - 2nd Line Support - Midrand at Nexio

Key Accountabilities:

• To provide Technical Support for enterprise customers within the products, services and solutions offering to Vodacom Business customers. These are, but not limited to:
• Wide Area Network access services (MPLS/VPN / SD-WAN / Business Connect)
• Fibre
• Microwave
• VSAT
• Wireless GSM – LTE and 3G
• Diginet and ADSL as end-of-life solutions
• VoIP
• Internet access
• Hosting
• Security and.
• Electronic Commerce
• Inclusive of any emerging technologies such as SD-WAN, Business Internet, Business Connect
• Understand and utilise monitoring and other management toolsets, in order to investigate and resolve service requests:
• Siebel/Service Now
• Netcool
• Infovista
• MSPI
• Cisco QPS
• Palladion
• Voogle
• Axess
• Uniweb
• And other applicable systems
• Perform Technical Support diagnosis and troubleshooting using existing standard operating procedures and available tools.
• Report and manage access link issues to internal and external suppliers.
• Manage all incidents and customer queries on Siebel and other relevant systems.
• Timeous, accurate and high-quality recording of symptoms, progress updates and status changes throughout the lifecycle of an incident.
• Target a resolution ratio of 70-80% of all incidents logged at the Technical Service Desk, using Standard Operating Procedures (SOP) and information sources for assistance.
• Manage the average Mean Time to Restore (MTTR) on a month-to-month basis according to Service Level Agreement (SLA) requirements.
• Ensure incident resolution within SLA, by escalating to the Technical Assurance support team or any other specialist departments internally.
• Professional and Quality engagement with all external parties, partners and companies.
• Ensure timely and correct escalation of incidents when necessary.
• Utilise escalations management procedures as defined by Standard Operating Procedures (SOP)
• Participate on special projects as assigned.

Overall Performance Indicators:

• Primary interface and Single Point of Contact (SPOC) for enterprise customers within the services and solutions stack of Vodacom Business.
• Coordinate, manage and communication of calls logged to the Technical Service Desk and Assurance Team and assigned to the Technical Officer.
• Manage the customer expectation of exquisite services, quality feedback and control, performed within a professional structured approach.
• Manage day-to-day service delivery within SLA expectation.
• Fully documented, and quality-controlled incidents and other service requests.
• Increase Customer Service Index (CSI) survey score with a target of 55 in the 2019/2020 financial year.
• Managing Mean Time to Restore / Resolve (MTTR) within SLA parameters.

Job knowledge:

• Information Communication and Telecommunication (ICT) industry
• Understanding of mobile (GSM) and enterprise (IP) technologies
• Incident management and troubleshooting (Analysis and diagnosis of incidents)
• CRM / Incident and Service Management systems such as Siebel and other similar tools (Remedy, HP SD, Service-Now)
• Knowledge of:
• Access services
• Broadband services (Business Internet)
• VoIP
• E-commerce,
• MPLS networking
• Cisco products
• SD WAN technologies
• Network diagnostic tools and methods

Job Related Skills:

• Possess strong customer service and customer centric focus.
• Quality execution of work
• Microsoft Office applications
• Business Operation System (BSS) and Operational Support Systems (OSS) applications
• Strong problem-solving skills and inherent decision-making ability
• Excellent telephonic, verbal and written communication
• ITIL, eTOM or TOGAF
• Able to take initiative and be assertive to resolve / complete incidents and requests.
• Ability to organize work in an efficient manner, work with multiple calls concurrently, and prioritise calls.
• Work well under pressure and handle stress and stressful situations properly.
• Work with minimal direct supervision.

Job Experience & Education:

• Matric Certification (essential)
• CCNA / CCNP or any related certification associated with (essential or evidence working towards).
• 3 Year Degree / equivalent Diploma in engineering / Information Technology / computer science (desirable)
• ITIL Certification(s) (desirable)
• 2 - 3 years on an ICT Service Desk of which 6 months must be in a complex IP routing environment
• At least 1 year of technical support of ICT services