Technical Specialist - Bellville at Nexio

OVERVIEW

Our client requires technical specialist to work within a fault management environment to provide high level technical support.

ROLE AND RESPONSIBILITIES:

A Technical Specialist is responsible for the following: 

• Liaise with third party NOC engineers and High-Level Support where necessary to seek support on network faults
• Detect, investigates, and manage faults and service degradation on the technology infrastructure and application.
• Communicates faults to Technology teams and document fault cause and resolution details.
• Attend weekly meetings with third parties and provide latest update on open incidents.
• Manage operations service level agreements commitments
• Lead operational engagements for continual improvements and onboarding new services to the environment
• Identify potential Risk and issues the ANOC environment and provide in reporting & solutions
• Compile, Analyze and Present technical reports.

KEY PERFORMANCE INDICATORS: A technical Specialist has the following deliverables:

• 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
• Manage SLA deliver - Oversee Level 1 team productivity against SLA. Identify improvement opportunities and implement them.
• Create and Analyse Reports - Develop reports that enable business to see performance of team, SLA data, Patterns of alarms and incidents and incident reports.

Qualifications & Education Requirements

• Matric
• NFQ level 6 (Diploma) - (Engineering / Information Technology/ Computer Science / Information Systems).
• ITIL Foundation or similar certification (Advantageous).
• N+, A+, AWS(Advantageous).

Experience Required

• Must have some type of IT Certification background
• IT knowledge (A+/N+/Windows Server Admin/Microsoft Office)
• ITIL 4 Foundation or an overview or understanding thereof (especially Incident management)
• Experience in performing information technology related troubleshooting
• Experience with network management applications
• Back end and/or systems related experience
• Basic network knowledge and experience
• Experience and/or knowledge of:
• Operating Systems
• Databases

Knowledge and Skills Required

• Analytical
• Leadership skills
• 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 communication skills
• Behavioural traits such as attitude and motivation
• Time management

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.