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7 Jun 2022

PermanentJob for Technical Assistant Wanted

Services – Posted by JobPost24 Cape Town, Western Cape, South Africa

Job Description

Job for Technical Assistant Wanted

Location: Bellville
Job Type: Permanent
Company/Employer: Services
Job Title: Job for Technical Assistant Wanted


Vacancy Details

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.
    • Attending to emails and telephone calls, reporting of faults and assign tasks to operational teams performing first line maintenance/remote fixing of faults related to the client services environment.
    • 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

QUALIFICATION & EDUCATION REQUIREMENTS

  • ICT or Telecommunications certification.
  • Graduate Level or NGF level (Engineering / Information Technology/ Computer Science / Information Systems)

EXPERIENCE REQUIRED

  • 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 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
  • Behavioural 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.

APPLY NOW

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