Job Description

We are looking for a Call Centre Consultant in the Telecommunication Industry for a Company in Midrand Johannesburg.

The purpose of this role is to play a key part, as a member of the team, to take responsibility for the efficient operation of the Client network platforms and services network 24 hours a day, 365 days a year, including the coordination and management of trouble tickets and planned works to resolution, handling of escalations and provision of notifications in a manner consistent with service levels assigned to specific issues. Fast and accurate demarcation of non-network-related issues, to support end-to-end resolution of service-related problems and to develop proactive care capabilities for value-user experience, satisfying customer relationships and increasing revenues.

Requirements:

Matric /Relevant industry qualifications

A tertiary qualification is advantageous

2 xe2x80x93 5 Years work experience (added advantage is work experience in outdoor wireless networks, telecommunications industry)

CCNA certified or equivalent level of knowledge advantageous

Certifications for Radwin, SIAE, CBNL, Ericsson, Huawei would be advantageous

Basic understanding of the following technologies: IP Protocols (ICMP, UDP, TCP, OSI Layers, etcxe2x80xa6).

Service Now

Required to work on a shift basis and on weekends and public holidays

Duties:

Alarm monitoring

Service Quality monitoring

Fault resolution

Change requests authorization and implementation of some controlled changes to network devices

Escalations to 3rd line / 3rd party vendors

Outage notification to the business

Use provided tools to perform continual monitoring and analysis of systems

Coordinate with Networks teams to validate network alerts

Dispatch field technicians

Troubleshoot and implement required changes to radio configurations

Performit Personnel