Job Description

Overview

• A Level 1 Technical Assistant will receive training/mentorship within our Network Management Centre (Telecommunications) that currently deals with Event & Fault Management and Incident Management on a 24/7 basis,
• Each Technical Assistant will take responsibility for the following during the program:
• Monitoring of the network alarming.
• Timeous logging of incidents for alarms received.
• Timeous handover of incidents to all resolving parties.
• Facilitating field services calls and tracking of faults on the trouble ticketing system.
• Management and closing of incidents as per Fault management procedure.
• Understanding of all key performance indicators.
• Answer agreed percentage of voice calls and emails within allocated service time

Educational and/or Work Experience Requirements

• Matric/Grade 12 or NQF level 4 (Essential)
• Computer Literacy (Essential)
• Must understand IT or telecommunications
• Experience working with call center or service desk environments (Advantageous)
• IT or Telecommunications certification would be (Advantageous)

Knowledge and Skills Required

• Ability to think and interact logically.
• Excellent communication, interpersonal, Verbal & Written.
• Must be self-learning.
• People Skills and demonstrate the ability to work well with others, team work ethic.
• The ability to work under pressure and to tight deadlines.
• Willingness to assist with additional tasks given.
• Good judgment skills
• Behavioral traits such as attitude, motivation and time management.

Special Requirements

• Most important, be prepared to perform in a 24/7 environment, shift work and overtime on client premises.
• Must be able to travel to site after hours, weekends and public holidays.
• Working hours will be allocated as per assigned operational roster.
• Must be able to report to different reporting lines simultaneously.