Senior Technical Resolution Officer

2 days ago

Midrand, South Africa Jurumani Solutions Full time

Jurumani offers an environment where creativity and the practice of building things is believed to be fundamentally useful to both the Client and Jurumani Solutions. Providing opportunity to focus on making products and business operating capabilities work, which means we often are more concerned with how systems align, orchestrate and integrate to achieve business outcomes than any single point solution, essentially building systems that make fixed and mobile telecoms services work for the consumer and enterprise markets.

The environment encourages Agile and DevOps modes of operation, particularly for software we build and manage ourselves.

The Technical Resolution Officer is responsible for support, quality assurance and problem resolution of Broadband Products.

Role responsibilities and key focus areas:

- To undertake all Broadband Support related activities in support of the Broadband Products.
- To undertake quality assurance (QA) and control checks during support activities to ensure broadband set-up, delivering a solution fit for purpose, consistent, and compliant with the business standards and guidelines.
- Ensure customer solution modifications are fully regression tested and delivered within committed time to customer or within SLA.
- To attend meetings with customer and business when required.
- Monitor task execution and ensure results are recorded and feedback provided.
- Prepare and maintain relevant documentation, including activity schedules, step by step procedure guide, narrative and written reports, and visual progress charts.
- Liaise with and assist relevant broadband support teams with planning, provisioning and testing activities, problem resolution and root cause analysis.
- Take responsibility for: time management; reporting and monitoring; risk management; issue management; QA and change management.
- Support other team members and associated IT and business resources as appropriate and when required.
- Continually update skills by learning new technologies and techniques relevant to the role.
- Participate in continuous improvement.
- Promote and advocate best practices within the team and throughout the business
- Analyze daily broadband service request reports and ensure appropriate action is implemented to manage SR resolution according to SLA s
- Manage Escalation and Urgent service requests and directed by the Technical Leads within the specified time
- Identify and define new process improvement opportunities
- Managing service requests (SR) from SRM to closure as per prescribed method
- Troubleshooting and Accurately troubleshooting faults
- Assigning SR’s in correct method to 3rdline support
- Feeding back to customer within committed timeline
- Resolving SR within committed timeline
- Feeding back root cause to all stakeholders that are interested in RCA
- Writing root cause analyses reports
- Demand and resource planning
- Reviewing documentation
- Quality assurance
- Providing objective feedback to support teams and line management
- Problem solving
- Working on multiple projects at one time
- Document analysis and communicating findings to technical and non-technical colleagues
- Liaising with other support teams
- Manage SR escalations and urgent requests
- Analyze and understand daily Broadband service request reports for appropriate action
- Ensure accurate completion of customer service requests and follow-up to ensure queries are resolved timeously, as per service level agreement
- Provide effective, efficient and professional service to all our customers (internal and external), both telephonically and through written correspondence
- Ensure customer service level agreements are met and exceeded
- Consistent achievement of agreed productivity as per performance contract
- Display a customer centric attitude

Technical Skills and experience:

- Matric minimum requirement
- National Diploma/Degree in a scientific/information technology discipline (beneficial)
- CCNP certification
- ITIL Foundations (beneficial)
- At least three years customer service experience in a technical role (essential) and Broadband technologies
- At least 3 years 2nd Line Support experience
- SD-WAN experience (beneficial)
- Practical and systematic approach to work beneficial
- Telecommunications industry experience
- Experience working with OSS/BSS software as end user or from working in the telecommunications sector.
- ** MUST be willing to work 24/7 rotational shifts

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