Job Opportunities 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
   

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ROLE PURPOSE

• The Asset & Configuration Administrator is responsible for facilitating the lifecycle management of IT assets and configurations within the organization. This includes tracking and maintaining accurate records of all hardware and software assets, ensuring compliance with configuration management processes, and supporting IT service management (ITSM) practices. The role requires close collaboration with various departments to ensure efficient and effective use of IT resources.

ROLE REQUIREMENT

• Ensures that the Service Asset Management and Configuration Management Processes operate effectively and efficiently
• Maximizes the fit between people, process, and technology
• Implements and facilitates the organization’s Service Management and Configuration Management policies and standards
• Evaluation of proprietary Asset Management and/or Configuration Management tools and recommends those that meet the organization’s budget, resource, timescale, and other technical requirements
• Plans population of the Asset Management Database and/or Configuration Management System, the central libraries, tools, common codes, and data.
• Proposes and/or agrees to interfaces with Change Management, Problem Management, Release Management processes, and Network Management,
• Computer Operations, Logistics, Finance and Administration functions
• Monitors and controls the Service Asset and Configuration Management process, using qualitative and quantitative Key Performance Indicators
• Assists with audits of the Service Asset and/or Configuration Management activities for compliance with established Policies and Procedures.
• Produces reports and Management information, including impact analysis reports and Service Asset/Configuration status reports
• Must be an effective communicator
• Has knowledge of IT Infrastructure within their department 

PROFESSIONAL COMPETENCIES

• Strong organizational and analytical skills.
• Excellent attention to detail and accuracy.
• Proficiency in using asset and configuration management tools.
• Ability to work independently and as part of a team.
• Effective communication and interpersonal skills.
• Efficiently manage time and prioritize tasks to meet deadlines and handle multiple projects simultaneously.
• Ability to develop, maintain, and update comprehensive documentation for asset and configuration management processes.
• Demonstrates high ethical standards, integrity, and professionalism in handling company assets and confidential information.
• Takes responsibility for actions and decisions, ensuring accountability in asset and configuration management activities.

QUALIFICATIONS & EXPERIENCE

• Matric essential
• National Diploma in information technology, or a related field.
• Minimum of 1–2 years of experience in IT asset management, configuration management, or a related role.
• Experience with IT service management (ITSM) tools and practices.
• Demonstrated Familiarity with ITIL framework is preferred.

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ROLE PURPOSE

• The Business Analyst plays a pivotal role in driving operational excellence, customer experience, and digital transformation within the Service Management domain. This role is responsible for obtaining, analysing, and documenting business requirements, identifying process improvement opportunities, and enabling data-driven decision-making through effective reporting and stakeholder engagement, and the integration of emerging technologies such as AI and machine learning.

ROLE REQUIREMEN
Requirements Engineering & Documentation

• Collaborate with stakeholders to gather and validate business requirements.
• Produce high-quality Business Requirement Documents (BRDs), User Stories, and Standard Operating Procedures (SOPs).
• Ensure documentation is clear, timely, and aligned with business goals and governance standards.

Process Improvement & Optimization

• Conduct gap analyses and identify opportunities for process enhancements.
• Drive implementation of improvements that reduce incidents, rework, and cycle times.
• Recommend and support automation, digital workflows, and smarter reporting solutions.
• Leverage AI and machine learning to identify patterns, predict service issues, and optimize processes.

Service Management & Tool Utilisation

• Demonstrate proficiency in ServiceNow, MSPI, and other service management tools.
• Provide coaching and mentoring to junior analysts and service team members.
• Ensure high data quality in business systems and tools.
• Design and maintain dashboards and reports that support operational insights and decision-making.
• Champion the evolution from spreadsheet-based reporting to automated, intelligent dashboards.
• Integrate AI-driven analytics and predictive models into reporting frameworks.

Stakeholder Engagement & Collaboration

• Facilitate JAD sessions, workshops, and cross-functional forums.
• Align requirements across departments to avoid escalations and ensure seamless delivery.
• Create and maintain training materials, support documents, and knowledge assets.
• Promote knowledge sharing and continuous improvement across teams.

Project Delivery & Ownership

• Deliver business analysis outputs within agreed project timelines
• Ensure deliverables meet quality standards.
• Independently manage small-to-medium projects from initiation to closure.
• Support agile delivery models and contribute to sprint planning and retrospectives.

Capability Building & Continuous Learning 

• Stay abreast of industry trends in AI, machine learning, and digital service management.

PROFESSIONAL COMPETENCIES

Integrity & Professionalism

• Maintains confidentiality, delivers with accountability, and upholds ethical standards in all interactions.

Adaptability

• Responds effectively to changing priorities, technologies, and business needs.

Proactive Initiative

• Proactively identifies opportunities for improvement and takes ownership of solutions.

Resilience

• Handles pressure and setbacks constructively while maintaining performance.

Growth Mindset

• Committed to continuous learning and personal development.

Customer Focus

• Prioritizes stakeholder needs and delivers user-friendly, value-driven outcomes.

Innovation Orientation

• Embraces new ideas, tools, and approaches to improve service delivery. 

Accountability

• Takes responsibility for deliverables, timelines, and quality outcomes.

QUALIFICATIONS & EXPERIENCE

• Bachelor’s Degree or Advanced Diploma in Information Technology, Computer Science, or a related field.

Certifications (Preferred):

• ITIL Foundation
• Lean Six Sigma Yellow Belt
• Agile or DevOps Awareness

Professional Experience:

• 3-5 years of relevant experience in Business Analysis, data analytics, or IT operations within the telecommunications or enterprise IT sector
• Experience with ServiceNow, Agile, ITIL
• Exposure to AI/ML tools (e.g., Power BI AI, Azure ML)
• Demonstrated expertise in Business Analysis, reporting, and customer engagement