Technical Dispatch Operator

2 weeks ago

Bellville, Western Cape, South Africa Nexio Full time

OVERVIEW


Our client requires technical dispatch operator to work within a fault management environment, providing a task and coordination management service.


ROLE AND RESPONSIBILITIES:

A Dispatch Operator is responsible for the following:

  • Managing Task and Network Management Elements.
  • Identify high level (Service Impacting) task/elements, coordinate and manage until resolved.
  • Manage, track & update open tasks/incidents inhand with operational teams until resolution & closure. [Including faults inhand external and/or 3rd Party vendors]
  • Minimize & resolve client escalations as well as escalations highlighted by the team (Junior and other Senior Technical personnel).
  • Report and or escalate any anomalies to standard operations process

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.

Qualifications & Education Requirements

  • Matric/NQF Level 4 (Essential)
  • Diploma or certification in any of the following disciplines: Information Technology/ Computer Science Information Systems (Advantageous)

Experience Required

  • Knowledge of incident management
  • Knowledge of task Management
  • Basic understanding of Networks fundamentals
  • Experience working with call handling helpdesk environment.
  • Experience working with Remedy fault management system. (Advantageous)
  • ITIL Foundation certification (Advantageous)
  • IT knowledge (A+/N+/Windows Server Certification) and experience (Advantageous)

Knowledge and Skills Required

  • Analytical
  • The ability to work in a team and to be proactive around selflearning
  • The ability to work under pressure and to tight deadlines
  • Willingness to assist with additional tasks given to the team
  • Interpersonal skills

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.

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