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Technical Specialist

3 months ago

Bellville, Western Cape, South Africa Nexio Full time

OVERVIEW
Our client requires technical specialist to work within a fault management environment to provide high level technical support.

ROLE AND RESPONSIBILITIES:

A Technical Specialist is responsible for the following:

  • Liaise with third party NOC engineers and High-Level Support where necessary to seek support on network faults
  • Communicates faults to Technology teams and document fault cause and resolution details.
  • Attend weekly meetings with third parties and provide latest update on open incidents.
  • Manage operations service level agreements commitments
  • Lead operational engagements for continual improvements and onboarding new services to the environment
  • Identify potential Risk and issues the ANOC environment and provide in reporting & solutions
  • Compile, Analyze and Present technical reports.

KEY PERFORMANCE INDICATORS:

A technical Specialist has the following deliverables:

  • 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


 Manage SLA deliver
  • Oversee Level 1 team productivity against SLA. Identify improvement opportunities and implement them.
  • Create and Analyse Reports
  • Develop reports that enable business to see performance of team, SLA data, Patterns of alarms and incidents and incident reports.

Qualifications & Education Requirements

  • Matric
  • NFQ level 6 (Diploma) (Engineering / Information Technology/ Computer Science / Information Systems).
  • ITIL Foundation or similar certification (Advantageous).
  • N+, A+, AWS(Advantageous).

Experience Required

  • Must have some type of IT Certification background
  • IT knowledge (A+/N+/Windows Server Admin/Microsoft Office)
  • ITIL 4 Foundation or an overview or understanding thereof (especially Incident management)
  • Experience in performing information technology related troubleshooting
  • Back end and/or systems related experience
  • Basic network knowledge and experience
  • Experience and/or knowledge of:
  • Operating Systems
  • Databases

Knowledge and Skills Required

  • Analytical
  • Leadership skills
  • 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
  • Good communication skills
  • Behavioural traits such as attitude and motivation
  • Time management

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.