Jobs at Teraco

PURPOSE OF THE ROLE

Monitor and attend to all tickets related to the Service Delivery Coordinator Role with specific focus on Access, Smart Hands. Remote Hands, Cancellations and wireless planning and projects. Support any other departmental functions as and when required. Proactively identify roadblocks to high quality servicing and implement strategies to deliver the required level of service to the client, utilizing the on-site resources.

MAIN FUNCTIONS OF THE JOB General

• Adhere to company policies, procedures and processes
• High quality verbal and written communication with clients
• Process and update tickets within agreed operational service level agreement and client SLA timelines
• Will be required to perform Major Electrical Maintenance activities i.e. attend to client queries, provide information and timeously log access and remote hands tickets

Client Satisfaction

• Respond with empathy to clients, deal with their needs and acknowledge their operational pressures and deadlines
• Optimise client satisfaction
• Identify roadblocks that impact client satisfaction and present recommendations to management to address underlying root causes

Ticket Management (Administrative Responsibilities)

• Receive and handle requests for service, following agreed Service Desk Work Instructions
• Accurate recording and data capture of queries and follow-up from outset to conclusion
• Respond to common requests for service by providing information to enable fulfilment and promptly allocate unresolved calls as appropriate
• Provide 1st Line investigation and diagnosis and promptly allocate unresolved issues as appropriate
• Accept and process tickets in the agreed queues in the expected turnaround times
• Potential ticket escalation to other divisions of the business or technical
• Confirm and update access permission roles in CRM (update database)
• Wireless Map reservations and planning – all regions
• Process Service Orders (interconnects and general stock items) as and when required

Escalation & Reporting

• Report any client impacting issues or service Deviation to the Service Delivery Coordinator Team Lead for further investigation
• Work closely with the Service Delivery Coordinator Team Lead and escalate any client facing issues that may occur during the shift
• Prepare and submit any reports that may be required from time to time

 Team Collaboration

• The Service Delivery Coordinator Team is a “team” and are collectively responsible for all tickets;
• If a Service Delivery Coordinator Team member who is responsible for task is not attending to their task, then another team member must accept the task and finalise it; It is accepted that from time to time, team members are required to step in for other team members, to ensure the best interest of the client and Teraco’s service promise to clients is met;
• All tickets must be accepted by a team member within 15 minutes of being recorded in Ozone;
• Most tickets are more often than not, an urgent request, and Teraco is required to respond with the necessary urgency to fulfil the clients/contractor or Teraco staff members request within a timeline that ensures no client/contractor or Teraco guest fails to get access feedback in a timeous manner;
• The Service Delivery Coordinator Team are responsible for the entire cycle of all tickets, and if a Teraco team member is not responding within the timeline to meet the global turnaround targets, then it is the Service Delivery Coordinator Team’s responsibility to follow-up and escalate appropriately;
• All tickets must be reviewed by the Service Delivery Coordinator Team frequently during the business day, and must always be reviewed at the start and end of everyday when desk opens and closes;
• The Service Delivery Coordinator Team and the Shift Service Delivery Coordinator Team are responsible to ensure that there is an uninterrupted service to the clients when the desk transitions from one desk to another; All tickets should be handed over from one team to another, and feedback reviewed on all tickets at all time.

Office Hours and Locations

• This role is required to work weekdays from 8:00am – 17:00pm
• This role is required to work on-site at JB1/Isando, however may be required to change location to another Teraco site based on business requirements

Requirements

SKILLS REQUIREMENT

• Exceptional communication skills
• Excellent administrative skills are critical
• Active listening – ability to understand requirements
• Ability to communicate in English, and any other RSA language beneficial
• Proactive problem solver
• Ability to work independently & a positive team player
• Self-motivated
• Ability to lead and positively influence others
• Conducts self professionally, exhibits high levels of tolerance and patience
• Responsible for continued learning and self-development
• High affinity for attention to detail
• Strong time keeping and multitasking skills
• Team player
• Good time keeping

QUALIFICATIONS AND EXPERIENCE

• Matric
• CompTIA Network + certification an advantage
• 2 years relevant working experience in service management or similar
• ITIL preferred
• Microsoft Office skills
• Good understanding of networks and cabling (fibre optic and copper) an advantage
• Previous experience within IT/Telecoms industry an advantage

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 Main function of the Job 

Data Centre Management

• Comply to working methods ensuring all SLA and MSA’s are achieved
• Management of data centre cabling infrastructure to provide a cost effective and concurrently maintainable system supporting 99.99% uptime

 Compliance

• Maintain compliance in accordance to all relative policies and procedures
• Meet agreed inter-departmental OLA (Operational Level Agreement)
• H&S monitoring and corrective action to meet statutory compliance, SLAs and good business practice

 Critical System Management

• Ensure applicable planned and corrective maintenance is managed in accordance to ensure customer MSA’s and SLA’s are achieved
• Task finalisation and report accurately, as per agreed format, quality and within the agreed timelines

 Data Centre Ethics

• Ensure compliance is maintained incorporating industry best practices
• Ensure data centre facilities standards are enforced and maintained
• Ensure data centre cleaning standards are enforced and maintained

Requirements

Skill Requirements

• Good technical abilities
• Effective communication skills, active listener – ability to understand requirements
• Proactive problem solver, perform rapid and accurate assessments
• Ability to work independently, as well as being a positive team player
• Self-motivated
• Conducts self professionally, exhibits elevated levels of tolerance and patience
• Responsible for continued learning and self-development
• Quick response to potentially critical situations
• Trouble shoot systems and components to identify root causes of failures
• Implement corrective actions promptly to mitigate the negative effects of system changes
• Good Microsoft Office skills

Qualifications and Experience

• Minimum 5 years relevant cabling experience preferable
• Good knowledge on Data Centre environments and critical infrastructure systems preferable

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PURPOSE OF THE ROLE

The role will have accountability for the development of internal applications built on the Mendix framework, based on tasks according to scheduled sprints & backlog as well as maintenance and administration of several internal business applications which have been developed in Mendix.

OBJECTIVES MAIN FUNCTIONS OF THE JOB

Development

• Mendix development – Feature Requests, Bug Fixes & Business Project applications
• Understanding of Integration with other systems using Web Services
• Ad-Hoc understanding of other programming languages
• Working with Agile Planning tool within the Internal Development team
• Ensuring all development documentation is in place and up to date
• Working with Business Analyst & Test Analyst to ensure development delivery is on schedule
• Ad-Hoc Testing of Development teamwork

Internal Business Support

• 2nd Level Business Support on all Internal Business Applications
• Liaising with business on bugs and fixes of Internal Business Applications
• Working alongside other departments to ensure applications are bug free and developed to the optimal development standards
• Ad-Hoc training for business users

Information Technology

• Manage risks associated with access to the information assets/systems

Requirements

SKILLS REQUIREMENT

• Team worker and knowledge sharing amongst the team
• Good communication skills
• Active listening – ability to understand requirements
• Ability to communicate in English
• Proactive problem solver
• Ability to work independently & a positive team player
• Self-motivated
• Conducts self professionally, exhibits high levels of tolerance and patience
• Responsible for continued learning and self-development
• All activities performed on time
• Ability to write technical design specifications or technical impact documentation

QUALIFICATIONS AND EXPERIENCE

• Matric
• Understanding of Agile development methodologies
• Understanding of Other development languages preferred (JAVA preferred)
• Knowledge of internet protocols eg. SNMP, SMTP & IMAP preferable
• Knowledge of systems integration using REST & SOAP Web Services
• Preference will be given to candidates who
•  Who have previous software development experience and understanding of rapid development tools
• A certification in Rapid development tools (eg Mendix Rapid Developer)