Specialist - Assurance.technology Information

2 weeks ago

Johannesburg, South Africa MTN Nigeria Full time

Mission / Core purpose of the Job:
To effectively resolve calls logged, including faults, changes and technical queries either generated by clients, 3rd party service providers or the company’s ticketing systems within specified SLA terms on 24/7basis.

Task Complexity:
Operational effectiveness
- Perform intermediate to advance troubleshooting on customer queries
- Proactive monitoring of customer circuits/lines and provide proactive feedback and escalations to the relevant parties for resolution.
- Troubleshooting of WLAN, LAN, VSAT and wireless connectivity.
- Configuration of CISCO and JUNIPER devices.
- Configuration and troubleshooting of firewalls.
- Logging and resolving faults generated by management systems, completing fault resolutions and changes and closing the ticket only once all relevant parties are satisfied (according to SLA terms).
- Log tickets with 3rd party suppliers, following up and updating clients appropriately.
- Ensure that resolved problems are closed with full and accurate resolution descriptions in the company’s ticketing system.
- Carry out configuration of network devices according to standards.
- Adhere to quality assurance standards with regards to communications with customers

Service enhancement
- Escalate to relevent technical teams as per set severities
- Update clients on all outstanding calls, regularly (within expertise and defined parameters)
- Communicate effectively with customers, colleagues and management especially in times of crisis
- Manage multiple client requests and ensure customer satisfaction in a demanding environment

Customer Service
- Ensure adherence to all network and security policies and processes
- 90% first call resolution service centre environment, dealing directly with customers
- Notify the Implementations Team of incorrect client Configurations
- Responsible for resolving client calls (within expertise and defined parameters).
- continually improve all aspects of service delivery.
- Identify trends / patterns pertaining to customer requests and needs and filter this information through to relevant areas of the business to continually improve all aspects of service delivery.
- Feedback reports.

Managerial / Supervisory / Leadership Complexity: (direct)
- None

Role complexity: (discretionary)
- Participate in projects as required.

Lateral dimensions of the position: These indicate the areas where the individual could contribute uniquely in addition to the indicated duties, as well as how they could be affected by others or circumstances under their control

Creativities: (improvement/innovation inherent)
- Develop supportive relationships with reports and encourage a team spirit
- Encourage ways to improve productivity, and improve resource utilization
- Recommend ways to automate processes and procedures wherever possible
- Establish sound relationships with all stakeholders
- Vulnerabilities (control span)
- Customer expectations vs. the delivery reality
- Dependency on Telkom and other providers for all implementations and upgrades of network
- Lack of monitoring and control systems
- Core failures
- Data integrity
- Poor customer service will impact negatively on entire business
- Non-achievement of turnaround times

Collaboration: refers to formal and informal relationships
- Direct reports: 0
- Matrix reports: 0
- Key customers: Customers, Support Centre Agents, Network Engineers (Client Services), other Client Services Teams
- Key suppliers: Support Centre Agents, Network engineers, external supplier, vendors and partners.

Discretionary Space: degree to which individuals are allowed to exercise independent thought and judgment

Independent thought and Judgment:

- Escalation of issues for resolution
- Appropriate dissemination and reporting of information

Authorities: Financial and other decision making authorities, e.g. engaging contracts with suppliers
- As per delegated authority

Minimum Requirements:
**Education**:

- BSc Degree in Electrical Engineering (Light Current) or 3 year National Diploma in Electrical Engineering (Light Current) or equivalent 3 year qualification and:

- With Valid and complete CCNA
- With CCNP / CCIP advantageous
- With JNCIA certification advantageous

**Experience**:

- Minimum of 3 years’ experience in IP routing within an ISP environment
- Experience in enterprise WAN environments is beneficial

Training:

- CCNA / JNCA or equivalent certification required for 24/7 work
- Cisco configuration and problem solving
- WAN and LAN technologies
- Client Service - methodologies and techniques
- SLAs
- Product and systems training

Competencies:
Head - Big Picture Focus
- Analytical Thinker - Manages the alignment and execution of tactical activities
- Problem Solver - Assists in solving business challenges but looks to others for advice and guidance
- Operational Value Creator - Executes on innovative commercial practices and identifies areas for continuous improvement

Heart - Emotionally In

  • Information Specialist

    4 days ago

    Johannesburg, South Africa Adcorp Holdings Full time

    **Synopsis** The Information Specialist will support the monitoring and evaluation team within the Corporate Strategy and Innovation department. The primary objective of this role is to ensure efficient data management, knowledge sharing, and information dissemination to support evidence-based decision-making and strategic planning. **Roles and...

  • Information Specialist

    Found in: Talent ZA 2A C2 - 2 weeks ago

    Johannesburg, South Africa TalentCru Full time

    The Information Specialist will support the monitoring and evaluation team within the Corporate Strategy and Innovation department. The primary objective of this role is to ensure efficient data management, knowledge sharing, and information dissemination to support evidence-based decision-making and strategic planning.Data Management: Developing and...

  • Microsoft Windows Server Security Specialist

    2 weeks ago

    Johannesburg, South Africa Sabenza Information Technology Full time

    **Requirements**: - Design, implement, and maintain security policies and procedures for our Windows server environment - Conduct regular vulnerability assessments, penetration testing, and security audits to identify and address security risks - Monitor server logs and alerts to identify and respond to security incidents - Investigate and resolve security...

  • Information Management Specialist

    6 days ago

    Johannesburg, South Africa FirstRand Full time

    Job Description To provide expertise, advice and support through the implementation of the organisational information management strategy by facilitating the definition, design and implementation of information management processes, business and technical requirements and solutions Information management encompasses information architecture management,...

  • Information Management Specialist

    2 days ago

    Johannesburg, South Africa IT Ridge Technologies Full time

    **The main purpose of this position is to manage information management capabilities in order to provide an integrated view of the information management landscape, to improve the information management maturity levels within the Group, and to support reliable and effective decision-making.** **Detailed description** - Support the business in the...

  • Information Governance Specialist

    3 weeks ago

    Johannesburg, South Africa EQ Plus Full time

    Hybrid - A minimum of a bachelors degree in computer science, Management Information Systems, Computer Engineering OR equivalent. - A relevant data governance certification (e.g., CDMP Associate) would be an added advantage. **Job related work experience**: - A minimum of 8-10 years experience in the field of data governance. **Job related knowledge and...

  • Information Management Specialist

    Found in: Talent ZA C2 - 3 weeks ago

    Johannesburg, South Africa IT Ridge Technologies Full time

    The main purpose of this position is to manage information management capabilities in order to provide an integrated view of the information management landscape, to improve the information management maturity levels within the Group, and to support reliable and effective decision-making. Detailed descriptionSupport the business in the implementation of the...

  • Cluster Information Technology Specialist

    4 days ago

    Johannesburg, South Africa Marriott International, Inc Full time

    **Job Number** 23023814 **Job Category** Information Technology **Location** Johannesburg Marriott Hotel Melrose Arch, 42 The High Street, Melrose Arch, Johannesburg, Gauteng, South Africa VIEW ON MAP **Schedule** Full-Time **Located Remotely?** N **Relocation?** N **Position Type** Management **JOB SUMMARY** Contributes advanced knowledge and skill...

  • Information and Technology Governance Specialist

    Found in: Talent ZA C2 - 3 weeks ago

    Johannesburg, South Africa IT Ridge Technologies Full time

    The main purpose of this position is to develop and drive the implementation of information and technology (IT) governance frameworks, standards and processes, continually improve the maturity of IT governance at the group and to ensure alignment to enterprise governance and the relevant legislative/regulatory requirements. Detailed descriptionDefine,...

  • Information Management Assurance Specialist

    5 days ago

    Johannesburg, South Africa De Beers Group of Companies Full time

    Company Description - Anglo American aspires to become the most valued mining company in the world, and to achieve this ambition we are implementing a radical programme - Beyond Finance - which is currently transforming and improving many of the ways in which our teams work. We are focused on simplification and standardisation, with the aim of significantly...

  • ERP Specialist

    4 days ago

    Johannesburg North, South Africa Communicate Recruitment Full time

    Calling all ERP Specialists for an opportunity with a market leader in the Entertainment industry. **Company Profile**: A JSE listed entity is looking for an ERP Specialist to join their team of professionals. This company has created a great and reputable name for itself and has positioned itself as a market leader in its industry. It has an African...

  • Regulatory Support Specialist

    3 days ago

    Johannesburg, South Africa Santam Full time

    CAREER OPPORTUNITY Santam Specialist Business has a career opportunity for a Regulatory Administrator in our Specialist Regulatory team who will be based in Johannesburg. The Specialist Regulatory team provides support services to businesses to ensure adherence to regulatory requirements at an operational level. Role Purposes To engage and support with...

  • Part-time Information Specialist

    2 weeks ago

    Johannesburg, South Africa Vega School Full time

    **Job Purpose**: To assist in providing comprehensive information service on a complex and advanced level, developing information centres’ collections to meet the needs of the staff and students, both on and off campus of individual faculties, and the development and delivery of research workshops, and a range of literacy programs. In line with The...

  • Accounts Payable Specialist

    4 days ago

    Johannesburg, South Africa Communicate Recruitment Full time

    Accounts Payable Specialist needed! Our client is currently looking for a very experienced Accounts Payable Specialist to join their finance team in Hazeldean on a permanent basis. **Duties**: - Working with foreign & local suppliers (recons of accounts, outstanding invoices, resolve discrepancies, etc) - Capturing of journals and prepayment invoices -...

  • Quantitative Specialist: Model Development

    5 days ago

    Johannesburg, South Africa Communicate Recruitment Full time

    This is an outstanding opportunity in the Insurance industry for a Quantitative Modelling Specialist interested in advancing their career in impairments. **Job & Company Description**: The company is currently hiring for a few positions ranging from intermediate to senior specialist levels. **Education**: - Degree in Statistics / Mathematics / Actuarial...

  • Specialist: Human Resources Information System

    Found in: Talent ZA C2 - 3 weeks ago

    Johannesburg, South Africa Innovation Group Full time

    Looking to take your career in Human Resources to the next level? We are seeking a skilled and detail-oriented Specialist HRIS Administrator to join our Human Resource team in Johannesburg, Sandton. The main responsibility of the role is to manage our HRIS system focusing on system upgrades, end-user training, compliance with labour laws and regulations,...

  • Specialist Operations

    4 days ago

    Johannesburg, South Africa Absa Bank Limited Full time

    Bring your possibility to life! Define your career with us - With over 100 years of rich history and strongly positioned as a local bank with regional and international expertise, a career with our family offers the opportunity to be part of this exciting growth journey, to reset our future and shape our destiny as a proudly African group.Job...

  • Information Security Analyst Iii

    2 days ago

    Johannesburg, South Africa Nedbank Full time

    **Job Classification** - **REQ: 131922 - Refilwe Falatsi**: - **Closing Date: 15 March 2024**: - **Division: Wealth Centre | Risk**: - **Employment Equity Statement: Preference will be given to Individuals from Underrepresented Groups.** - Job Family- Information Technology - Career Stream- It Risk - Leadership Pipeline- Manage Self: Expert - FAIS...

  • Actuarial Specialist

    2 days ago

    Johannesburg North, South Africa Communicate Recruitment Full time

    One of the top-rated Insurance companies in South Africa is looking for Lead Actuarial Specialist! This company offers extensive, market-leading ranges of products and services to help clients build and protect their wealth and lifestyle. This management role is an exciting opportunity to form part of a dynamic team reporting into the Head of Actuarial...

  • Alm Specialist

    2 days ago

    Johannesburg North, South Africa Communicate Recruitment Full time

    One of the top rated Insurance companies in South Africa is looking for Lead ALM Specialist! **Job & Company Description**: This company offers extensive, market-leading ranges of products and services to help clients build and protect their wealth and lifestyle. The job entails the provisional of specialist advice and support in enabling effective...