Technical Assistant, Fault Management

2 weeks ago

Bellville, South Africa Nexio Full time

**Overview**

Our client requires technical assistants to work within a 24/7 Fault Management Environment dealing with monitoring of RAN Active - Element alarming as well as RAN Environmental alarming requests, ownership of all Incidents relating to events and ensuring restoration of service, quality management and process adherence.

**Role and Responsibilities**:
A Technical Assistant is responsible for the following:
Monitoring of the RAN Active and Environmental alarms.

Timeous logging of incidents for RAN alarms received.

Timeous handover of incidents to the resolving party.

Incident Management: create and closing of manual incidents as per Fault management procedure.

Migrate RAN Site Access voice calls via IVR to USSD channel.

**Key performance indicators**:
A technical Assistant has the following deliverables:
Mean to time to log (MTTL) a fault shall be within allocated time.

Mean time to dispatch (MTTD) incidents to the resolving party shall be within allocated time from Event start.

Mean time to close (MTTC) incidents within an allocated time from event finish.

Answer agreed percentage of all calls within allocated time. Communication of abnormalities experienced on shift with End-to-End updates to senior staff and colleagues.

Pro-active fault logging and 1st line RAN investigation and correspondence

Quality feedback on faults and understanding of the operational & Business requirement

Alarming correlation per Fault management procedure.

**Qualifications & Education Requirements**
- Matric/NQF Level 5 (Essential)
- Diploma or certification in IT Information Systems or Networking (Advantageous)

**Experience required**
- 2/3 years of experience performing in a fault logging or Incident environment (Essential)
- Telecommunications experience in Element Management (Advantageous)
- Good IT knowledge and experience (Advantageous)
- Experience working with ARS Fault Management System (Advantageous)
- Cellular knowledge (Advantageous)
- Knowledge and Skills Required

**Special Requirements**
- _ Most important, be prepared to perform in a 24/7 environment, shift work, standby and overtime_
- Must be able to report to different reporting lines simultaneously.
- Updated CV
- 5-line motivation, maximum

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