Technical Assistant

2 weeks ago

Bellville, South Africa Nexio Full time

**SUMMARY AND PRIMARY OBJECTIVES, SCOPE OF WORK**

**Our client requires a technical operator to work within a fault management environment - looking after RAN Passive and Active services in the Network Management Centre that currently deals with Event Management, Incident Management and Problem Management on a 24/7 basis,

**A Technical Assistant is responsible for the following**:

- Monitoring of Radio elements 3G/ LTE /4G and RAN-Passive Environmental alarms.
- Identify possible site problems and log and manage until resolved.
- Liaise with operational engineers and support teams to resolve faults to restore services.
- Event monitoring and dispatching of tasks to relevant teams.
- Service dashboard monitoring to detect outages or degradation of services
- Manage, track, and update open incidents with field technicians and/or third parties.
- Resolve incidents to resolution.
- Use/Analyze current available reports to resolve network faults
- Provide first line maintenance information and root cause analysis.

**DELIVERABLES, KEY INDICATORS AND ACTIVITIES**

A technical operator has the following deliverables:

- Dispatching of tasks to relevant teams.
- Liaise with relevant teams and provide support
- Improve performance towards the client’s key performance indicators
- Adhere and follow incidents management process
- Manage expectations of third parties
- Ensure a mean to time to log (MTTL), mean time to dispatch (MTTD), mean time to restore (MTTR), mean time to close (MTTC) within allocated time.

**Qualifications & Education Requirements**
- 2/3 years of experience performing in a fault logging or incident management environment (Essential)
- Knowledge and experience with various NMS’ will be Advantageous
- Matric/Grade 12 or NQF level 5 or higher (Essential)
- Knowledge of event management (Essential)
- Knowledge in Application Performance Monitoring (Advantageous)
- Basic understanding of Microwave fundamentals (Advantageous)
- Experience working with call traces (Advantageous)
- Experience working with Remedy fault management system (Advantageous)
- Experience working with Power BI and other reporting platforms (Advantageous)

**Knowledge and 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 judgment 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 and overtime.**:

- Working hours will be allocated as per assigned operational roster.
- Must be able to report to different reporting lines simultaneously.

including the following.
- Updated CV
- Short motivation letter
- ** NOTE**: G4S Background checks required (Credit/Criminal check)

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