Technical Assistant

4 weeks ago

Bellville, South Africa Nexio Full time

OVERVIEW

Our client requires technical operator to work within a fault management environment, providing a monitoring and incident management service for Financial and Digital Lifestyle Services.

ROLE AND RESPONSIBILITIES:
A Technical Assistant is responsible for the following:

- Manage, track & update open faults/incidents in-hand (via BMC Remedy) 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 & Education Requirements**
- ITIL Foundation certification (Advantageous)
- Matric/NQF Level 4 (Essential)
- Diploma or certification in any of the following disciplines: Engineering / Information Technology/ Computer Science / Information Systems (Advantageous)

**Experience Required**
- 2/3 years of experience in an IT environment performing fault logging or incident management function (Essential)
- Experience coordinating high-level support sessions/scenarios with multiple stakeholders (Advantageous)
- Experience in Telecoms environment (Advantageous)

**Knowledge, Skills and Traits Required**
- Analytical thinking
- IT knowledge (A+/N+/Windows/Linux/Automation)
- Knowledge of event, incident and problem management
- Knowledge of Application Performance Monitoring
- Application programming or scripting knowledge
- Basic understanding of IP Networks fundamentals
- 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
- Have a good attitude, motivation and excellent time management
- Basic to intermediate MS office skills (Word /Excel/ Outlook)

**Special Requirements**
- Be prepared to perform in a 24/7 environment, shift work, standby and overtime
- Be prepared to work outside of “working hours”.
- Able to report to different reporting lines simultaneously.

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