Job Description

ROLE PURPOSE/FUNCTION
The Technical Officer is responsible for end-to-end incident management, troubleshooting, and customer support across a wide range of Vodacom Business products and services.
The role requires technical expertise, strong ownership of service cases, and the ability to provide professional customer support while ensuring service levels and operational standards are met.
ROLE REQUIREMENT

• Incident and Ticket Management

• End-to-end troubleshooting and ownership of all tickets assigned.
• Acknowledge tickets within 15 minutes of allocation.
• Provide periodic customer updates until resolution (hourly or on request).
• Ensure proper shift handover with fewer than 5% unattended tickets.
• Deliver first-call resolution within 30 minutes where possible or escalate with detailed analysis.
• Assign tickets appropriately to 3rd-line Assurance or Field Operations.
• Provide a Reason for Outage (RFO) to customers for all incidents.
• Customer Support

Support Express Group: Customer Desk clients across technologies including:

• Wide Area Network services (MPLS, VPN, SD-WAN, Business Connect).
• Access mediums: Fibre, Microwave, VSAT, LTE/3G Wireless GSM, legacy Diginet/ADSL.
• internet, VoIP, and emerging connectivity technologies.
• Deliver professional, efficient service through both calls and written communication.
• Ensure customer service level agreements are consistently met or exceeded.
• Manage escalations and urgent tickets as directed by leadership.

• Operational Excellence

• Conduct quality assurance and control checks during support activities.
• Analyse open case reports daily and take accurate actions.
• Monitor task execution, document analysis, and communicate findings clearly.
• Liaise with SOC support teams on provisioning, testing, incident resolution, and root cause analysis.
• Escalate repeat failures to Problem Management within three months of recurrence.
• Continuously identify process improvement opportunities.
• Promote best practices and provide feedback to teams and management.

• Collaboration and Knowledge Development

• Support colleagues and cross-functional IT/business teams as required.
• Contribute to incident escalation, risk management, and change management processes.
• Share technical insights and document findings for both technical and non-technical audiences.
• Continuously develop knowledge of new technologies and service offerings.

Technical and professional qualifications

• Matric minimum requirement
• National Diploma/Degree in IT/Science discipline or equivalent .
• Minimum 3 years experience in customer service within a technical role.
• Minimum 3 years experience in 2nd-line support, particularly broadband technologies

Certifications:

• CCNA (required).
• CCNP (advantageous).
• ITIL Foundations (advantageous).

Beneficial Experience

• Hands-on SD-WAN implementation and support.
• VLAN configuration, pseudowire provisioning, and service migrations.
• Network configuration upgrades, tunnel reroutes, and capacity expansion.
• Transmission fault configuration requests.
• Knowledge of optimal microwave/fibre operations.
• OSS/BSS system familiarity.
• Telecommunications industry experience.
• Strong communication and problem-solving skills.
• Demonstrated ownership of customer cases and feedback.

Skills Required