Job Opening at HeroTel

PURPOSE OF THE ROLE:

Duties of the Administrative Assistant include providing support to the Growth team, assisting in their function’s general administrative activities.

Key Performance Areas would include, but are not limited to:

• Maintain a filing system relevant to Growth environment keeping track of all aspects pertaining to various projects.
• Update administrative systems to make them more efficient.
• Make contact with Municipalities in relation to identifying stakeholders as part of the wayleave submission process in preparation for Planners.
• Organize and schedule appointments with Municipalities as required.
• Collection and collation of time sheets from Site Supervisors and follow outsource services SOP (sign off from PM & HR).
• Prepare and manage communication and release of ‘live’ areas on the network and MDU’s for Sales and Scheduling to work from.
• Assist with quotes from suppliers as required.
• Adding information to the BOM as required.
• Any ad Hoc tasks as required by their manager (reporting, admin or personal assistant tasks).

The successful candidate must have the following experience/skills:

• Knowledge of office management systems and procedures.
• Working knowledge of office equipment, like printers and fax machines.
• Proficiency in MS Office (MS Excel and MS PowerPoint, in particular).
• Excellent time management skills and the ability to prioritize work.
• Attention to detail and problem-solving skills.
• Excellent written and verbal communication skills.
• Strong organizational and administration skills with the ability to multi-task.

Education Requirements:

• Proven experience as an Administrative Assistant or Office Admin assistant.
• Grade 12.
• Additional qualification as an Administrative Assistant or Secretary will be an advantage.
• Experience on the systems used with HeroTel would be an advantage.

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Key Responsibility Areas:

Leadership and management of the following functions:

• Provide oversight for the district office, satellite offices promoting the Herotel values and culture with all staff based in the district as well as direct reports (reception, admin assistants etc.)
• Support, motivate and give feedback to the cross-functional team on customer services, growth opportunities, field operational challenges and sales opportunities.
• Assist HR and HSE with all staff related matters.
• Provide authentic leadership to direct reports and supporting local teams.

Market Development:

• Expand the customer base by identifying new customers and developing and implementing strategies to attract and keep customers.
• Increase customer education and identify local opportunities for sales and marketing in each area.
• Actively target areas that under-perform.
• Involvement in activations.
• Evaluate and provide feedback on successful marketing initiatives.
• Identify and set up new offices to support the projected targets.

Maintain and enhance brand reputation:

• Ensure that all marketing materials, communications, and customer interactions are consistent with our brand’s values.
• Oversight on the quality of the services we offer making sure these meet or exceed customer needs.
• Provide excellent customer service by promptly addressing any customer issues and going above and beyond to meet the customers’ needs.
• Ensure daily review of any customer impacting events in the area and provide support and plan local initiatives.
• Active social media presence on local community groups monitoring brand mention and reviews.
• Input on employees training so that they represent the brand in a positive and professional manner and are knowledgeable about the brand’s values and offerings.
• Active participation in community events and structures to promote the Herotel Brand.
• Demonstrate a commitment to social responsibility by supporting charitable causes or community initiatives.

Identify growth areas:

• Identify WIRELESS and FIBRE growth areas within the District for presentation to the Regional Level 3 Team.
• Engage on fibre expansion projects (MDU site visits, agreements, Body Corporate meetings, Municipalities)
• Assist with and actively monitor landowner agreements and real estate contracts.
• Installations and Field Support:
• Assist with planning capacity in line with Commercial forecast as provided by the Regional Team.
• Provide constant feedback cross-functionally on customer acquisition based on target projections.

Area office management:

• Maintaining the standards in the office as well as supervising basic administrative functions for office support staff
• Executing discipline and reporting for all cross-functions operating within the area.
• Maintaining behavior and culture within HR and HSE guidelines.
• Provide feedback to the Regional Level 3 Team on systems that need attention and where there are backlogs in supply chain management and field operations.

Inventory:

• Oversight on stock levels in line with forecast

HSE:

• Oversight on adherence of all staff to HSE activities and ensure that staff safety is maintained.

Work Experience and Competencies:

• Supervision / management experience is required.
• Sales experience and a proven track record of driving sales would be advantageous.
• Strong communication skills with the ability to motivate and inspire teams to achieve goals.
• Must be able to think strategically and develop plans to achieve their goals.
• Should be able to analyze data, identify trends and make decisions based on that information.
• Strong focus on customer service and be able to develop strategies to improve customer satisfaction at each location.
• Experience at developing and implementing sales and marketing strategies to drive growth.
• Must be able to identify problems and develop solutions to address them.
• Need to have strong critical thinking skills and be able to make decisions quickly and effectively.
• Must be able to adapt to changes in the business environment and adjust plans accordingly.
• Strong interpersonal skills are important, and an Area Manager must be able to build relationships with employees and customers.
• An area manager must be able to manage their time effectively and prioritize tasks to meet deadlines and to achieve goals.
• Creating brand awareness and an understanding of our product offerings.
• Ability to work cross-functionally with other departments.
• A Valid driver’s license is essential, and travel is a requirement of this position.

Education Requirements:

• Grade 12
• Additional qualifications in relevant field would be beneficial.

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PURPOSE OF THE ROLE:

The Technical Assistant’s main duty will be assisting with installations, troubleshooting, and maintaining all fibre optic and wireless systems.

Key Performance Areas would include, but are not limited to:

Site Survey:

• Assist with signal scan and throughput tests to High site.
• Assist with taking photos of location for CPE bracket, cable run, plug, PoE and router locations.

Callout Repairs:

• Tidy and clean up after job completion.
• Assist with site inspection for possible future problems, i.e. trees in the way.
• Take photos.

Installation:

• Mount brackets, and cable hooks as required and indicated by Senior Technician.
• Install cable runs as indicated by Senior Technician.
• Tidy and clean up after job completion.

CPE Recovery:

• Remove relevant equipment and clean up.

Vehicle:

• Ensure all tools and equipment are neatly organized inside the vehicle.
• Ensure daily stock is loaded.
• Ensure backup stock levels are maintained in the vehicle.
• Ensure that the vehicle is stocked with all necessary consumables needed.

The successful candidate must have the following experience/skills:

• Good working knowledge of hand and power tools used in this position.
• Must have basic computer skills.
• Self-disciplined, motivated and organized.
• Must be a team player.
• Must be presentable, reliable and punctual.
• Ability to understand and follow instructions.
• Must be medically fit and follow all Health and Safety procedures.
• Ability to work in all weather conditions, confined spaces, isolation.
• Must be able and willing to work at heights and under pressure.
• Must be able to work independently and also in a team.
• Willingness to work overtime.
• Previous experience in a similar work environment is advantageous.
• Have a good understanding of the equipment used for installations.
• Able to follow and prioritize tasks according to instructions given by Install team.
• Must show pride in work ethic and company property.
• Efficient time management.

Education Requirements:

• Grade 12.
• Any specialized certifications or training would be an added advantage.

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PURPOSE OF THE ROLE:

Support Field Technicians daily with installations, callouts and surveys. Ensure a high level of quality workmanship by constant evaluation of info provided by the Technicians.

Key Performance Areas would include, but are not limited to:

• Supply FTTH allocations to Installers.
• Escalate any FTTH allocation issues and follow up until resolved.
• Maintain all FTTH allocation records into the applicable systems.
• Provide Wireless and Fibre installation data to Installers – do installation planning.
• Do Wi-Fi planning for each applicable installation.
• Approve installations according to signal specifications. Evaluate photos sent by Technicians from site for quality and advise accordingly.
• Assist the Installers and Technicians with advanced troubleshooting where problems occur.
• Assist the Installers and Technicians with advanced setups in the field during the install.
• Advising Sales in quotations for large, complicated installations.
• Ensure each installation is done according to the installation SOP provided.
• Do quality control after each installation.

The successful candidate must have the following experience/skills:

• 1-2 years’ experience in the following areas: Mikrotik, Ubiquiti, Cambium.
• 2 years Field Technician experience.
• Effective planning skills.
• Good communication skills.
• Good administrative capabilities.
• Time managing skills.
• Well disciplined.
• Must be able to work under pressure.
• Must be medically fit.
• Must have a driver’s license.
• Adequate knowledge of RF protocols.
• Adequate knowledge of Fibre.

Education Requirements:

• Grade 12 or equivalent qualification at NQF Level 4.
• Specialized certifications would be an advantage.

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PURPOSE OF THE ROLE:

The Industrial Engineer will be responsible for business operational process mapping for approved Herotel applications and software (HeroTill, Streamline, Corteza and other Herotel systems) and liaising with the operational teams and subject matter experts to improve on current processes and/or map new processes, when actioned. The agreed upon processes should be supplied to the Business Systems Analyst & Systems Architect, or identified Business Systems team members, to determine possible solutions in the current and new systems.

Key responsibility areas will include but not be limited to:

Process Engineering

• Employ industry best practices to analyze existing business processes.
• Conduct thorough analysis to identify bottlenecks, inefficiencies, and areas for possible improvement, automation or optimization.
• Re-engineer processes to optimize efficiency and effectiveness.
• Collaborate with operational teams to identify areas where processes can be enhanced.
• Guide operational teams in implementing the most efficient processes.
• Develop and document business process standards to ensure consistency and efficiency.
• Maintain an up-to-date repository of process documentation.
• Communicate identified business processes to the Business Systems Analysts, Systems Architect, and the larger Business Systems Team.
• Work with process stakeholders to automate or digitize the identified processes.
• Implement change management activities to facilitate smooth process transitions.
• Conduct regular reviews to ensure that the developed or optimized processes comply with both customer and company standards.
• Identify and address any deviations from the proposed standards.
• Continuously improve and update process standards based on evolving business needs.

Project Management

• Ensuring process project deadlines are met and stakeholders kept informed on progress.
• Adapt process project plans to changes in requirements and scope.
• Facilitate effective communication and collaboration among team members and stakeholders.
• Ensuring projects adhere to frameworks and all project documentation is maintained.
• Maintaining and monitoring project plans, project schedules, budgets and expenditures.
• Facilitate cross-functional projects.

Reporting & Administration

• Prepare and distribute regular reports on process analysis, improvement initiatives, and their outcomes.
• Maintain accurate and up-to-date records of process changes, standard documentation, and workflow versions.
• Ensure documentation compliance with internal guidelines and audit requirements.
• Collaborate with stakeholders to gather process requirements, discuss improvement opportunities, and provide updates on progress.
• Communicate effectively to convey complex process-related information to both technical and non-technical stakeholders.
• Detailed process analysis reports with findings and recommendations.
• Well-documented business process standards, including standard operating procedures and workflow diagrams.
• Implementation plans outlining the execution of process improvements, including timelines and resource allocation.
• Regular progress updates and status reports on ongoing process improvement initiatives.
• Collaborate with stakeholders, including Business Systems Analysts, Systems Architects, and operational teams, to convey identified business processes and discuss improvement opportunities.

Key Outputs:

Daily Output

• Collaborate with relavant teams and subject matter experts to understand business requirements.
• Analyze existing processes and identify areas for improvement.
• Document process changes and update workflow documentation.
• Review and update documentation and workflow version control.
• Respond to stakeholder inquiries and provide support as needed.

Weekly Output

• Liaise with Business Systems Analysts, Systems Architects, and the larger Systems Team to convey identified business processes.
• Conduct meetings and discussions with subject matter experts to analyze process opportunities when required by Business Systems Team to complete application projects.
• Propose initiatives for process improvements.

Monthly Output

• Liaise with Business Systems Analysts, Systems Architects, and the larger Systems Team to convey identified business processes.
• Conduct meetings and discussions with subject matter experts to analyze process opportunities when required by Business Systems Team to complete application projects.
• Propose initiatives for process improvements.

The successful candidate must have the following experience/skills: -

Work Experience and Competencies:

• 3 years working experience, with 2+ years’ experience in a similar position.
• Telecoms industry experience advantageous.
• Ability to analyse information obtained from customers and key stakeholders.
• Strong understanding of and experience in business process analysis methods, tools and
• applications.
• Ability to work effectively both independently and as part of a team.
• Collaborate with other teams and functional subject matter experts at all levels.
• Have a high cross-functional acumen.
• Strong detailed oriented approach to task execution.
• Strong communication skills, both verbal and written.
• Strong administrative skills.
• Strong analytical, organizational, and time management skills.
• Critical Thinking.
• Experience in project management

Qualifications

• A University Degree in Industrial Engineering or relevant tertiary qualification will be beneficial.

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PURPOSE OF THE ROLE:

The Field Technician Senior’s main duty will be to oversee and lead installations/repairs/surveys on Wireless or Fibre networks. Focusing on more advanced and larger installations/repairs/surveys.

Key Performance Areas would include, but are not limited to:

General:

• Follow set SOP’s and procedures.
• Work closely with a Team Leader and Scheduler.
• Maintaining project and safety documentation.
• Accurate reporting and updates on work done.
• Ensuring all relevant stock is available for the work that was scheduled.
• Keep equipment well maintained.
• Adhere to all Health and Safety procedures.
• Completing all SHER and OHS required documentation.
• Fibre Troubleshooting: Splicing, testing, dome management,
• Wireless Troubleshooting: Signal testing on CPE’s, access points and bandwidth capacity.
• Basic Network Troubleshooting: Ip conflicts, firewall issues and routing issues.
• Installation of VoIP systems.
• Provide excellent customer service.
• Work overtime, weekends, or on emergency call outs as required.
• Working at heights: House roofs, telephone/gum poles or large buildings.
• Working in crawl and small spaces for installation purposes.

Installation:

• Receiving daily job cards for new installations.
• Referencing job cards for correct stock needed for the installation.
• Confirming clients’ needs are met as indicated on job cards. Able to update Sales or Technical Department to adjust quote.
• Installation of Fibre and Wireless CPE’s.
• Cable runs internal and external. Both Network and Fibre cable runs.
• Communicate with Installation Team Leader to confirm RF signal is as required on LOS.
• Communicate with Installation Team Leader to confirm Fibre signal is as required and color allocations are correct.
• Basic access point and network setups.
• Setup and confirm the clients existing equipment is still working and that client verified that everything works as it should.
• Upgrade all equipment's firmware, clean up and take photos for quality control.
• Follow quality control with your team leader for confirmation when the installation has been completed.
• Complete installation job card with equipment used, related technical information and photos.
• Inspect site, for possible future problems. Take photos and update accordingly.
• Update Ticket with all relevant work done for job card completion and invoicing.

Callout Repairs:

• Confirm issues with client as described on ticket.
• Troubleshoot fast and sufficiently.
• Able to identify problems leading to Fibre or Wireless not performing optimally and determine solutions.
• Communicate costs implications involved with the repair if any.
• Has knowledge of products and pricing.
• Able to resolve the issue on site or replace the necessary equipment.
• Confirm with client that repair has been completed and that the client tested.
• Ensure that the client is satisfied with the work that has been done.
• Follow quality control with your team leader for confirmation when the repair has been completed.
• Inspect site, for possible future problems. Take photos and update accordingly.
• Update ticket with all relevant work done for job card completion and invoicing.

CPE Recovery: Wireless & Fibre:

• Remove relevant equipment and clean-up.
• Complete recovery job card with equipment removed.

The successful candidate must have the following experience/skills:

• 1 year’s Fibre Optic splicing experience.
• 1 year’s RF/Wireless experience.
• Knowledge around network structures, crimping.
• Previous experience in the IT Industry advantageous.
• Basic computer skills.
• Customer service experience.
• Basic Networking considered an asset.
• Technical training considered an asset. Electronics, IT, Networking, VoIP, IP cameras etc.
• Experience using FO troubleshooting tools (i.e. OTDR, Mass Fusion Splicing, etc.).
• Driver’s license.
• Clean driving record.
• Good analytical and problem-solving skills.
• Effective planning skills.
• Leadership skills.
• Good working knowledge of hand and power tools used in this position.
• Proficient in fibre cable termination with connectors.
• Well versed in fusion splicing machine technique.
• Strong manual dexterity and hand-eye coordination.
• Ability to work neatly and accurately.
• Technically minded.
• Ability to work in a physically demanding environment including, but is not limited to: carry, raise and climb a ladder, carry, lift and handle heavy equipment (manhole covers, cable reels).
• Self-disciplined, motivated and organized.
• Medically fit & able to work at heights.

Education Requirements:

• Grade 12.
• Specialized certifications would be an advantage.

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PURPOSE OF THE ROLE:

As a Business Systems Analyst, you will be responsible for analyzing business processes and identifying areas where technology can be used to improve efficiency and productivity. You will work closely with business stakeholders and IT teams to gather requirements, design solutions, and implement new systems.

Key Performance Areas would include, but are not limited to:

• Gathering, verifying, and documenting business requirements. 
• Generating, refining, and validating functional specifications of business requirements. 
• Designing and developing solutions to meet business needs, including software applications, workflows, and data models.
• Developing test cases and validating test results of user acceptance testing. 
• Working with Developers and Quality Assurance to breakdown functional specifications and agree acceptances criteria. 
• Providing ongoing support and maintenance for existing systems.
• Analyzing existing systems and highlight areas of improvements. 
• Enhancing opportunities by identifying new functions or services to be developed. 
• Performing gap analysis and recommend solutions. 
• Facilitating change management and configuration management. 
• Facilitating release documentation and training materials. 

Key Outputs:

• Comprehensive requirement documentation (user stories, use cases, etc.).
• Clear specifications for development teams.
• Gap analysis reports and proposed solutions.
• Process flows and workflow diagrams.
• User training materials and support documentation.

The successful candidate must have the following experience/skills: -

Work Experience:

• At least 5-Years' Business Analysis experience.  
• Thorough knowledge of OSS/BSS systems and related CRM and ERP functions. 
• Preference will be to candidates with telecoms experience

Competencies:

• Technical skills: have a strong understanding of technology and be able to work with a variety of software applications and systems.
• Analytical skills: able to analyze complex business processes and identify areas for improvement.
• Communication skills: able to communicate effectively with stakeholders at all levels of the organization.
• Project management skills: Able to manage projects from start to finish, including planning, implementation, and monitoring.
• Problem-solving skills: able to identify and solve complex problems.
• Business acumen: have a strong understanding of the business and be able to align technology solutions with business objectives.
• Teamwork and collaboration: able to work effectively with cross-functional teams.

Qualifications

• A Bachelor's Degree in Computer Science, Information Systems, Business Administration, or a related field.

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PURPOSE OF THE ROLE:

The Infrastructure Technician Junior will be responsible for the maintenance of both wireless and fibre network infrastructure under supervision of a Senior Team Member. This will include the installation and configuration of equipment as well as the construction of physical structures that host equipment

Key Performance Areas would include, but are not limited to:

• Assist in the construction, installation and maintenance of communications tower, fibre networks and support structure.
• Meet project deadlines and be able to respond to any type of network tower outage, this includes both highsite outages as well as fibre network breaks.
• Climb tall structures daily (50 meters or more) with a load of up to 20kg.
• Analyse situations accurately, Identifying potential future risk factors that will influence the performance of the high site and maintaining a safe working environment, while executing an appropriate course of action as presented by a senior team member when risks become apparent.
• Climbing and working on communications towers for the purpose of installing, replacing and repairing antenna systems/equipment and general tower maintenance.
• Building and repairing fibre network infrastructure for the purpose of maintaining and expanding the existing fibre infrastructure where damages might occur or small expansions are needed.
• Install and maintain various cable and connector types.
• Weatherproof all types of installations.
• Install, maintain and repair power equipment and data routers.
• Follow instructions accurately according to the work schedule (ticket/job card). Escalate situations to the senior technician and/or infrastructure team leader when factors may arise that will impair him/her in completing his/her work order successfully.
• Identify safety hazards and perform duties in a safe manner.
• Communicate and report verbally and in writing to other team members and management.
• Work with and maintain basic hand tools and mechanical equipment.
• Travel extensively, sometimes at short notice.
• Erecting of self-supporting and stayed masts.
• Any ad Hoc tasks as required by their manager.

The successful candidate must have the following experience/skills:

• 1 to 2 years of industry experience.
• Driver's license (Off-road driving experience will be advantageous).
• Must meet the requirements of and have an up-to-date medical certificate.
• Successfully completed the Working at Heights and Tower Rescue Training.
• Technically inclined.
• Experience in manual labour, related to site preparation and/or equipment setup, having experience in both the ibre and RF fields with be advantageous
• Hand skills and working knowledge of hand tools and mechanical equipment
• Must be able to work at heights and confined spaces.
• Must have a good understading of the Municipal regulations and/or by-laws.
• Must be proficient in the use of safety equipment, harnesses and climbing gear.
• Be familiar with the hazards associated with tower climbing, construction equipment and working on or near nergized lines and equipment.
• Must be physically fit to climb towers via ladders, carry equipment such as tools and gear, no fear of heights, must be able to work in various environmental conditions such as winds, rain, snow, extreme heat conditions etc., the ability to climb structures (sometimes 50 meters or more) with a 20kg load.
• Employee weight and tools combined may not exceed 125 kg weight limit as specified by the manufacturer of safety equipment.
• Employee's waist circumference must not exceed 150 cm measured at the navel as specified by the manufacturer of safety equipment.
• Basic computer skills.
• Basic understanding of electricity (AC/DC).
• Basic understanding of solar energy.
• Basic understanding of power and battery equipment.
• Basic network and RF principles and troubleshooting.
• Adequate knowledge of network hardware and Software.
• Adequate knowledge of routing and RF protocols.
• Basic knowledge of cable and trunking techniques.
• Be able to communicate effectively with the entire team.
• Have basic fault finding and problem-solving skills.
• Able to prioritize tasks according to their importance / urgency.

Education Requirements:

• Grade 12 (Maths and science will be advantageous).