Technical Specialist
2 weeks ago
**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 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 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.
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