Fresh Jobs at Nexio

ROLE PURPOSE

• The primary purpose of this role is to support and enhance the Problem Management function through structured, ITIL-aligned processes, ensuring the effective management, documentation, and communication of service-impacting incidents across enterprise telecommunication services.
• The role is pivotal in compiling and reviewing outage reports, managing both internal and external communications, and ensuring alignment with organisational targets and communication standards.
• It involves close coordination with cross-functional teams to produce technical reports, initiate service improvement measures, and guide communication automation efforts. Additionally, the role contributes to knowledge sharing and operational excellence through the creation and maintenance of process documentation, customer guides, and executive reporting.

ROLE ACCOUNTABILITIES / KEY ACTIVITIES

• Understanding and conforming to the Problem Management documented work-flows and work delivery framework (ITIL-based).
• Constantly ensuring alignment with work activities and the annual targets set.
• Ability to perform general problem management activities in the Problem Management team as they pertain to telecommunication customer services and service processes.
• Compiling major outage reports (multiple customer services impacted) for network faults affecting any one of the enterprise technology areas, including enterprise network services (core layer 3 network), enterprise cloud services (hosting, firewalls, applications, storage services), transmission services (both core and access transmission services).
• Compiling individual customer incident reports for non-service managed customers in the enterprise business unit.
• Reviewing of incident reports compiled by service managers to ensure they conform with company communication standards.
• Compiling a monthly major outage analysis report which is submitted to group as part of their international major outage reporting requirements.
• Assistance in compiling general and technical notifications to both the internal business and customers when required.
• Management of the notification platforms and engagement with systems teams in terms of required communication enhancements required on these platforms.
• Compiling specialized technical reports requiring engagement with internal teams and co-ordination of activities to ensure required customer outcomes are met.
• Guiding and managing the communications requirements related to the automation of communications to customers
• Managing and coordinating network or service improvement initiatives focused on ensuring that permanent resolution measures are implemented for all major network outages requiring these.
• Compiling of technical documents such as technical process documents required for customer support, device installation guides etc.
• Compiling presentations, spreadsheets and documents required by management.
• Ensuring that the major outage communications process documents are updated as required, as well as updating of communication templates.

COMPETENCIES

• Well-developed investigative and analytic thinking abilities.
• Able to simplify and integrate often complex, disjointed, and technical information into concise written communications, which have a logical flow and are factual.
• Well-developed problem-solving skills.
• Substantive technical and business writing skills.
• Accuracy and detail oriented.
• Excellent networking and interpersonal skills.
• Well-developed prioritisation abilities.
• Good knowledge of and interest in the ICT industry and technology.

QUALIFICATIONS & EXPERIENCE

• Applicable, recognized ICT certifications e.g. Cisco CCNA and other similar ICT enterprise technology certifications, would be advantageous.
• A 3-year degree or diploma in information technology, business studies or journalism/publishing or similar.
• Matric/Equivalent
• Previous experience in an Information and Communication Technology (ICT) operational environment with a sound knowledge of telecommunications networks and how the different components function and relate to one another would be advantageous, but not essential
• Previous experience in a journalistic, business consulting, technical writing or technology training role would be advantageous, but not essential.

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ROLE PURPOSE

• This role supports the CSOC Problem Management Department by investigating and resolving transmission-related issues, while also troubleshooting across Layer 3, Hosting, Cloud, Network Security, and VoIP technologies. Key responsibilities include managing core and access transmission problems, engaging with providers and power teams, performing technical tasks such as building circuits, creating VLANs, and upgrading equipment, and ensuring alignment with Problem Management workflows and service targets.

ROLE ACCOUNTABILITIES / KEY ACTIVITIES

• Assist the CSOC Problem Management Department with the investigation of any issues affecting customer services relating specifically to transmission-related issues, but also investigating and resolving problems on other technologies, including Layer 3 (Cisco, SDWAN, etc.) Hosting, Cloud, Network Security, VoIP.
• Investigation on core and access transmission segments
• Engage with access and core transmission providers during the investigation of problem tickets
• Mapping customers’ transmission & segment investigation – last mile and access transmission
• Engage with battery and base station (BTS) power teams
• Assist with last-mile access rebuilds and troubleshooting (microwave and fibre)
• Reset customer ports on Tx node at the last hop BTS’s
• Build new circuits and create VLANs
• Recreate tunnels and pseudowires
• Adjust rate limiting
• RFC testing
• Upgrade software on transmission equipment
• Reset on-site equipment (POE-M/W and NID)
• Check utilisation on transmission segments – end to end
• Monitoring of permanent problem ticket resolution on access transmission layer and core transmission layers.
• Understanding and conforming to the Problem Management documented workflows and work delivery framework.
• Constantly ensuring alignment with work activities and the annual targets set.

COMPETENCIES

• Well-developed investigative and analytic thinking abilities.
• Extensive knowledge of technical networking and the transmission underlay
• The ability to engage with, collaborate and manage time frames with other teams approached inside or outside the organisation, to assist with rapid delivery on problem management objectives.
• Required to pursue formal training in areas relevant to the job function including networking and transmission.

QUALIFICATIONS & EXPERIENCE

• Applicable, recognised ICT certifications
• Cisco CCNP,
• Huawei HCIP,
• transmission technology-specific certifications and other similar technical ICT enterprise technology certifications.
• 5 years Technical Networking/Transmission experience having attained a senior level in ICT Company which provides enterprise