Technical Assistant

1 week ago

Bellville, South Africa Nexio Full time

**JOB DESCRIPTION** OVERVIEW**

Our client requires technical operator to work within a fault management environment, providing a monitoring and incident management service.

**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 operations must review the following:

- 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

**QUALIFICATIONS & EDUCATION REQUIRED**
- Matric/NQF Level 4 (Essential)
- Diploma or certification in any of the following disciplines : Engineering / Information Technology/ Computer Science / Information Systems (Advantageous)

**EXPERIENCE**
- 2/3 years of experience performing in a fault logging or incident management environment (Essential)
- Knowledge of event management
- Knowledge of problem Management
- Knowledge in Application Performance Monitoring (Advantageous)
- Basic understanding of IP Networks fundamentals
- Experience working with call traces
- Fault localization through element management platforms
- Experience working with Remedy fault management (ETOM) system(Advantageous)
- ITIL Foundation certification (Advantageous)
- IT knowledge (A+/N+/Windows Server Certification) and experience

**KNOWLEDGE & 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 judgement skills
- Good communication skills
- Behavioral 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.

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