Nexio has an opportunity for a Technical Assistant. Apply Now!
OVERVIEW
Our client requires technical operator to work within a fault management environment, providing a monitoring and incident management service.
Responsibilities:
A Technical Assistant is responsible for the following:
• Monitoring Netcool and Network Management Elements in all regions.
• 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 3rd Party vendors]
• Minimize & resolve client escalations as well as escalations highlighted by the team (Junior and other Senior Technical assistants).
• 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 must review the following:
• Build relationships – Work collaboratively with others, inside and outside Supplier, and at multiple levels within the organization. Meet commitments and build trust. Develop positive working relationships.
• Maintain Infrastructure Availability – Identify and resolve malfunctions that are negatively impacting services.
• Learn Troubleshooting – Initiate troubleshooting sessions that involve cross functional teams.
• Contribute to knowledge base – Document new knowledge gained from experience to the central database for use by teams
Requirements:
• Matric/NQF Level 4 (Essential)
• Diploma or certification in any of the following disciplines : Engineering / Information Technology/ Computer Science / Information Systems (Advantageous)
EXPERIENCE
• 2/3 years of experience performing in a fault logging or incident management environment (Essential)
• Knowledge of event management
• Knowledge of problem Management
• Knowledge in Application Performance Monitoring (Advantageous)
• Basic understanding of IP Networks fundamentals
• Experience working with call traces
• Fault localization through element management platforms
• Experience working with Remedy fault management (ETOM) system(Advantageous)
• ITIL Foundation certification (Advantageous)
• IT knowledge (A+/N+/Windows Server Certification) and experience
KNOWLEDGE & 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 judgement skills
• Good communication skills
• Behavioral 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.
Closing Date: 19 August 2022
Location: Bellville
APPLY ON COMPANY WEBSITE