Job Description

ROLE PURPOSE

Our Client requires technical operator to work within a fault management environment, providing a monitoring and incident management service.

ROLE AND RESPONSIBILITIES:

A Technical Assistant is responsible for the following:

• Monitoring end-to-end services associated with scoped applications via Netcool and/or AppDynamics to identify incidents/trends.
• Attending 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.
• Assist with coordinating and managing high-level incident sessions and communications.

KEY PERFORMANCE INDICATORS:

The operations must review the following:

• Work with all stakeholders to resolve incidents within SLA
• Adhere to, and improve on priority failure and general incident handling processes and procedures
• Ensure quality aspects are consistently applied to all work components
• Maintain Application Availability - Identify and resolve malfunctions that are negatively impacting services.
• 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

QUALIFICATIONS & EXPERIENCE

• Matric/Grade 12 (Essential)
• ICT or Telecommunications certification would be advantageous.
• ITIL Foundation certification (Advantageous)
• 2/3 years of experience performing in a fault logging or incident management environment (Essential)
• 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 working with call traces (Advantageous)
• 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)

LEADERSHIP COMPETENCY REQUIREMENT

• 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 skills
• Good communication skills
• Behavioural Traits such as attitude, motivation and time management
• Basic MS office skills (Word /Excel/ Outlook)

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