Technical Officer: Access SOC at Nexio

ROLE PURPOSE

• The Technical Officer is responsible for providing end-to-end technical support, fault resolution, and service assurance for Vodacom Business customers across multiple access technologies, including Fibre, Microwave, VSAT, LTE/3G, and SD-WAN. The role ensures efficient management of incidents from initial logging through to resolution, maintaining high service quality, and meeting customer SLA requirements. The incumbent will troubleshoot network and connectivity issues, coordinate with internal support and field teams, and drive continuous improvement through problem management and process enhancement. A strong customer-centric approach, technical proficiency, and commitment to service excellence are key to success in this role.

ROLE ACCOUNTABILITIES / KEY ACTIVITIES

• End2End troubleshooting and extreme ownership of all the tickets logged and in his / her queue.
• To provide support for the Access SOC Team customers with the products, services and solutions offered 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
• Inclusive of any emerging technologies such as SD-WAN, Business Internet, Business Connect
• Acknowledge tickets within 15 minutes of allocation to the Access SOC.
• Manage the customer End to End and ensure periodic updates are provided till resolution (on request or hourly).
• To undertake quality assurance (QA) and control checks during support activities.
• Analyse daily open Case reports and ensure appropriate and accurate action is taken.
• Accurately troubleshooting faults within 30min or less and conduct First Call Resolution or assign to the next resolver team with analysis of your findings.
• Assigning tickets in the correct method to 3rdline Assurance where applicable or to the Field Operations Team for field technician dispatching.
• Providing a reason for outage (RFO) to the customer for all tickets.
• Monitor task execution and ensure results are recorded and feedback provided.
• Liaise with and assist relevant SOC support teams with planning, provisioning and testing activities, problem resolution and root cause analysis.
• Understand the various VBTS technologies used in our environment and be able to identify and remotely troubleshoot incidents or escalate them to the relevant resolver team.
• Take responsibility for: time management; reporting and monitoring; risk management; issue management and change management.
• Support other team members and associated IT and business resources appropriately and when required.
• Continuously upgrade your skills by learning new technologies and techniques relevant to the role.
• Escalate repeat failures to Problem Management specifically those that have continuously recurred within 3 months prior to any current tickets.
• Promote and advocate best practices within the team and throughout the business.
• Manage Escalations and urgent tickets directed by the Scrum Master and Squad leader/Shift Squad/Tribe Leader timeously.
• Identify and define new process improvement opportunities.
• Providing objective feedback to support teams and line management.
• Document analysis and communicating findings to technical and non-technical colleagues
• Liaising with other support teams.
• Ensure accurate completion of customer tickets and follow-up to ensure queries are resolved timeously and as per service level agreement.
• Provide effective, efficient and professional service to all our customers (internal and external), both telephonically and through written correspondence.
• Ensure customer service level agreements are met and exceeded.
• Consistent achievement of agreed productivity as per performance contract.
• Display a customer centric attitude.

QUALIFICATIONS & EXPERIENCE

• Matric minimum requirement
• National Diploma/Degree in a scientific/information technology discipline (beneficial)
• CCNA certification
• CCNP will be of benefit
• ITIL Foundations (beneficial)
• SD-WAN experience.
• Perform quality assurance to ensure set of standards are maintained.
• Understanding of MW/Fibre optimal operations.
• Service Migration.
• At least three years customer service experience in a technical role (essential) and Broadband technologies.
• Practical and systematic approach to work.
• Telecommunications industry experience
• Experience working with OSS/BSS software as end user or from working in the telecommunications sector.
• Communication skills in dealing with customers (beneficial)
• Extreme Ownership on Service Cases logged and customer feedback
• At least 3 years 2nd Line Support experience