Description:
OVERVIEW
Our Client requires a Technical Assistant to work within a Transmission/CDN fault management environment, providing a monitoring and incident management service on a 24x7 basis
ROLE AND RESPONSIBILITIES:
A Technical Assistant is responsible for the following:
- Monitoring Netcool and Network Management Elements in all regions across different NMS’s
- Attending to emails and telephone calls, reporting of faults and assign tasks to operational teams performing first line maintenance/remote fixing of faults related to the client services environment
- Identify unreachable (communications loss) elements, log and manage until resolved
- Manage, track & update open faults/incidents in-hand with operational teams until resolution & closure. [Including faults in-hand external and/or 3 rd Party vendors]
- Minimize & resolve client escalations as well as escalations highlighted by the team (Junior and other Senior Technical assistants)
- Monitor and escalate major Regional failures affected by Transmission faults. Notify and update relevant Regional support teams to attend on failure.
- Use/Analyse current available reports to resolve current & legacy network faults
- Provide First Line Maintenance information and Root Cause Analysis
KEY PERFORMANCE INDICATORS:
The Operations Leader must review the following:
- Dispatching of tasks to relevant teams
- Liaise with relevant teams and provide support
- Improve Performance towards the Clients KPI
- Adhere and follow incidents management process
- Manage expectations of third parties
- Ensure a mean to time to log (MTTL), mean time to dispatch (MTTD), mean time to restore (MTTR), mean time to close (MTTC) within allocated time
Qualifications & Education Requirements
- Matric/Grade 12 (Essential) or NQF level 5 and higher
- ICT or Telecommunications certification would be advantageous.
- CCNA certification will be advantageous
Experience Required
- 2/3 years of experience performing in a fault logging or incident management environment (Essential)
- 2/3 years of experience of working on Network Management Systems and fault diagnosis. (Essential)
- Tellabs/Nokia/Nokia DWDM/Huawei/Cisco NMS experience will be Advantageous
- Matric (Essential)
- Knowledge of event management (Advantageous)
- Knowledge of problem Management (Advantageous)
- Knowledge in Application Performance Monitoring (Advantageous)
- Basic understanding of IP Networks fundamentals (Advantageous)
- Experience CMD/SSH/Putty commands (Advantageous)
- Experience in fault localization through element management platforms
- Experience working with Remedy fault management (ETOM) system (Advantageous)
- ITIL Foundation certification (Advantageous)
- Good IT knowledge (A+/N+/Windows Server Certification) and experience (Advantageous)
Knowledge and Skills Required
- Analytical
- 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 judgment skill
- Good communication skills
- Good behavioural Traits such as attitude, motivation and time management
- Basic MS office skills (Word /Excel/ Outlook)
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
- Must be able to travel to and from client premises
Application Submission Details
Email Application to https://jobs.talent.dynamics.com/jobs/stortech.co.za/3/70/apply including the following;
- Updated CV
Requirements:
- Monitoring Netcool and Network Management Elements in all regions across different NMS’s
- Attending to emails and telephone calls, reporting of faults and assign tasks to operational teams performing first line maintenance/remote fixing of faults related to the client services environment
- Identify unreachable (communications loss) elements, log and manage until resolved
- Manage, track & update open faults/incidents in-hand with operational teams until resolution & closure. [Including faults in-hand external and/or 3 rd Party vendors]
- Minimize & resolve client escalations as well as escalations highlighted by the team (Junior and other Senior Technical assistants)
- Monitor and escalate major Regional failures affected by Transmission faults. Notify and update relevant Regional support teams to attend on failure.
- Use/Analyse current available reports to resolve current & legacy network faults
- Provide First Line Maintenance information and Root Cause Analysis
- Dispatching of tasks to relevant teams
- Liaise with relevant teams and provide support
- Improve Performance towards the Clients KPI
- Adhere and follow incidents management process
- Manage expectations of third parties
- Ensure a mean to time to log (MTTL), mean time to dispatch (MTTD), mean time to restore (MTTR), mean time to close (MTTC) within allocated time
- Matric/Grade 12 (Essential) or NQF level 5 and higher
- ICT or Telecommunications certification would be advantageous.
- CCNA certification will be advantageous
- 2/3 years of experience performing in a fault logging or incident management environment (Essential)
- 2/3 years of experience of working on Network Management Systems and fault diagnosis. (Essential)
- Tellabs/Nokia/Nokia DWDM/Huawei/Cisco NMS experience will be Advantageous
- Matric (Essential)
- Knowledge of event management (Advantageous)
- Knowledge of problem Management (Advantageous)
- Knowledge in Application Performance Monitoring (Advantageous)
- Basic understanding of IP Networks fundamentals (Advantageous)
- Experience CMD/SSH/Putty commands (Advantageous)
- Experience in fault localization through element management platforms
- Experience working with Remedy fault management (ETOM) system (Advantageous)
- ITIL Foundation certification (Advantageous)
- Good IT knowledge (A+/N+/Windows Server Certification) and experience (Advantageous)
- Analytical
- 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 judgment skill
- Good communication skills
- Good behavioural Traits such as attitude, motivation and time management
- Basic MS office skills (Word /Excel/ Outlook)
- 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
- Must be able to travel to and from client premises
- Updated CV
11 Apr 2025;
from:
careers24.com