Technical Assistant

4 weeks ago

Bellville, South Africa Nexio Full time

**OVERVIEW**
Our client requires a Technical Assistant to work within a fault management environment, providing a monitoring and incident management service on a 24x7 basis.

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

- Monitoring Netcool and Network Management Elements in all regions
- 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

**KEY PERFORMANCE INDICATORS**:
The Technical Assistant must review the following:

- Liaise with relevant teams and provide support to restore transmission services
- Improve Performance towards the Clients KPI
- Adhere and follow incident & fault management process
- Manage expectations of third parties
- Ensure a mean to time to log (MTTL), mean time to dispatch (MTTD), mean time to restore (MTTR), mean time to close (MTTC) within allocated time.

**Qualifications & Education Requirements**
- Matric/Grade 12 (Essential)
- ICT or Telecommunications certification would be advantageous.

**Experience Required**
- 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)

**Knowledge and Skills Required**
- 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 skill
- Good communication skills
- Behavioural Traits such as attitude, motivation and time management
- Basic MS office skills (Word /Excel/ Outlook)

**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
- Must be able to travel to and from client premises

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