ROLE PURPOSE


The Technical Support Engineer (OT Remote Support) is responsible for delivering advanced frontline technical assistance for Operational Technology (OT) and Information Technology (IT) systems used in industrial environments such as power stations and mines.
This role involves remote troubleshooting, system monitoring, and deployment support for critical OT infrastructure... including weighbridges (road delivery) and conveyor systems (belt delivery).
Operating within a high-trust, customer-facing environment, the engineer ensures rapid incident response, accurate resolution, and exceptional service delivery to maintain uptime and operational continuity across all supported sites.


ROLE REQUIREMENT

Remote Support and Troubleshooting


Diagnose and resolve complex issues related to OT systems (RFID systems, PLCs, CCTV, massmeters) and IT infrastructure (servers, networks, and applications).
Utilise remote access tools (e.g., AnyDesk, TeamViewer, etc.) to assist on-site personnel in resolving faults.
Identify root causes and escalate to relevant Subject Matter Experts (SMEs) or Quality System Engineers (QSEs) as required.
Support software, firmware, and configuration updates across OT devices and systems.
Conduct advanced triage and validation for incidents escalated beyond first-line support.


System Monitoring and Maintenance


Proactively monitor OT and IT environments using dashboards (Nagios, Zabbix, Grafana, other) to identify anomalies, trends, or service degradation.
Respond to monitoring alerts, initiate corrective actions, and restore system functionality.
Maintain and document system health reports, alert events, and performance analytics.


Deployment and Installation Support


Support the deployment, configuration, and validation of OT systems, site gateways, and software updates.
Coordinate with field technicians to ensure smooth site installations and system upgrades.
Document process steps, test results, and validation outcomes.


Service Desk and SLA Management


Triage, validate, and respond to incoming support tickets via service management platforms (e.g. ServiceNow, Remedy).
Prioritise tasks in line with Service Level Agreements (SLAs) and business impact.
Accurately record incident details, troubleshooting steps, and resolutions in the knowledge base.
Ensure proper escalation and collaboration with 2nd line, DevOps, or product teams for unresolved or complex issues.


QUALIFICATIONS & EXPERIENCE

Education and Certifications


National Diploma, Certificate, or Degree in Information Technology, Computer Science, Engineering, or related field.


Industry certifications advantageous:


CompTIA (A+, Network+, Linux+)
Microsoft Certified (Azure Fundamentals, M365)
ITIL Foundation
Cisco CCNA


Experience


Minimum 3+ years in a technical support (L1) role or 6+ years in an L2 role within OT/IT environments.
Proven experience handling incidents, service requests, and monitoring-based support in high-availability environments.
Exposure to ITSM frameworks or ITIL-aligned processes.
Experience working within the power generation, mining, or industrial automation sectors is advantageous.


Technical Knowledge


Strong foundational understanding of Operational Technology, Industrial Control Systems, and IT Infrastructure.
Familiarity with RFID systems, PLCs, CCTV systems, weighbridge systems, and conveyor control systems.
Knowledge of monitoring tools (Nagios, Zabbix, Grafana) and service desk platforms (e.g. ServiceNow, Remedy).
Proficiency in networking fundamentals, TCP/IP protocols, VPN technologies (e.g., FortiClient VPN).
Working knowledge of Windows and Linux environments.
Exposure to IoT devices, electrical engineering concepts, and industrial automation.


Desirable Knowledge


Scripting languages: PowerShell, VBA more

FUNCTION


The Service Management Manager ensures effective delivery, assurance, and end-to-end lifecycle management of Vodacom Business services across diverse technologies and customer segments. This role leads a team of Service Managers to achieve operational excellence, meet or exceed SLA commitments, and deliver superior customer experience. All activities are executed in alignment with... telecommunications industry standards and best practices, including ITIL, eTOM, and TM Forum frameworks.


ROLE OVERVIEW


The Service Management Manager is responsible for leading a team of Service Managers to deliver best-in-class service performance, customer experience, and operational excellence across Vodacom Business. The role ensures that services are provisioned, assured, and managed in line with contractual SLAs and telecom industry standards. While programme management skills are required, they are applied primarily to support service readiness, continuous improvement, and transformation initiatives. The focus is on ensuring customers receive reliable, high-quality services while driving operational efficiency and retention.


KEY RESPONSIBILITIES

People Leadership & Team Development


Lead, coach, and develop a team of Service Managers to deliver outstanding performance.
Build a culture of accountability, collaboration, innovation, and customer obsession.
Ensure workforce capability development in line with emerging telecom technologies, digital transformation trends, and AI-driven service management frameworks.
Champion continuous learning and adoption of automation, analytics, and digital tools to enhance service operations and decision-making.


Service Delivery & Assurance


Oversee end-to-end service delivery and assurance for Vodacom Business customers across multiple technologies (fibre, SD-WAN, MPLS, LTE, Internet, mobile, cloud, and converged services).
Ensure SLA compliance and manage proactive service assurance, incident, problem, and change processes in line with ITIL and eTOM standards.
Oversee root cause analysis and implementation of corrective and preventative measures to ensure high service availability and reliability.
Ensure seamless service activation, handover, and lifecycle management across OSS/BSS systems.
Leverage AI, automation, and predictive analytics to enhance monitoring, fault detection, and service restoration efficiency.


Customer Experience & Relationship Management


Act as senior escalation point for service-related issues and customer concerns.
Drive continuous improvement of customer experience metrics (NPS, surveys, churn drivers) through data-driven insights and process enhancements.
Engage regularly with enterprise customers, sales teams, vendors, and partners to strengthen trust, manage expectations, and ensure service excellence.
Promote digital engagement and self-service capabilitiesto improve responsiveness and customer satisfaction.


Operational & Strategic Accountability


Align service management practices with business objectives, regulatory obligations, and customer commitments.
Provide service performance reporting and insights to senior stakeholders, highlighting SLA compliance, risks, and trends.
Manage vendor and partner performance to ensure contractual and service obligations are consistently met.
Drive service improvement and digital transformation initiatives to enhance operational efficiency, agility, and customer outcomes.
Integrate AI-driven insights and automation into operational decision-making and service optimization strategies.


Programme & Change Enablement


Support service-related programmes, including new service introductions, migrations, and operational readiness.
Ensure programme outcomes are integrated into ongoing service delivery operations.
Apply programme and project management methodologies (Agile/PRINCE2/PMP) to deliver change initiatives without compromising service quality.
Champion technology transformation programmes leveraging AI, automation, and digital platforms to modernize service management and enable smarter operations.


PROFESSIONAL COMPETENCIES


Deep expertise in service provisioning, activation, assurance, and lifecycle management, with a focus on automation and digital optimisation.
Strong knowledge of SLA compliance, penalty mitigation, and service quality frameworks, supported by data analytics and AI-driven insights.
Hands-on experience with observability, incident, problem, and change management (aligned to ITIL/eTOM), including the use of predictive analytics and AIOps platforms for proactive assurance.
Solid understanding of IP networking, fibre, SD-WAN, MPLS, LTE, Internet, and mobile solutions, and how these integrate within digital and cloud ecosystems.
Awareness of emerging technologies such as cloud, IoT, edge computing, AI, and converged services, and their evolving service and commercial models.
Familiarity with OSS/BSS systems and digital enablement platforms, including the use of automation and data intelligence to enhance service delivery.
Skilled at managing enterprise customer relationships and service escalations through a digital-first, data-driven approach.
Experienced in monitoring and improving customer experience metrics (NPS, churn) using analytics, automation, and AI-based insights.
Proficiency in managing vendor and partner performance against SLAs and contractual commitments, ensuring alignment with digital transformation objectives.
Strong governance and reporting capabilities to track performance, operational trends, and transformation outcomes.
Working knowledge of project and Programme management methodologies (PRINCE2, Agile, PMP) and their application in digital transformation initiatives.
Ability to support service-related programmes (new service launches, migrations, operational readiness) with emphasis on digital enablement and AI-driven efficiency.
Ensures new programmes and technologies are seamlessly integrated into service operations and continuous improvement frameworks.
ITIL certification (essential); eTOM and TM Forum standards (desirable).
Knowledge of ISO 20000, AI and automation governance, and other telecom service management best practices.


Qualifications and Experience


Bachelor’s degree in Telecommunications, IT, Computer Science, or Business Administration (essential).
8+ years’ experience in Service Delivery/Service Management within the telecommunications industry.
Proven leadership experience in managing Service Delivery or Service Assurance teams.
Strong knowledge of telecom technologies: IP networking, transport (fibre/MPLS), mobility, cloud, IoT, and converged services.
Certifications: ITIL (essential), PRINCE2/PMP or Agile (advantageous), Cisco CCNA/CCNP (advantageous).
Knowledge of telecom frameworks (eTOM, TM Forum, ISO 20000) desirable. more

ROLE PURPOSE


The Customer Satisfaction Administrator plays a crucial role within the ITIL framework, ensuring that the organisation's IT services meet or exceed customer expectations. This position is responsible for gathering, analysing, and reporting customer satisfaction data, and working closely with IT service management teams to implement improvements based on feedback.


ROLE... REQUIREMENT


Participate in the development and implementation of customer satisfaction surveys and feedback mechanisms.
Collect and analyse customer feedback through various channels such as surveys, focus groups, and direct customer interactions, as per the agreed timelines and volumetrics
Analyse customer feedback data to identify trends, areas of improvement, and service strengths.
Create detailed reports and dashboards to communicate findings to stakeholders, including Service Managers and senior leadership.
Present customer satisfaction metrics in internal service review meetings.
Work with service operations teams to develop action plans based on customer feedback.
Monitor and report on the progress of service improvement initiatives and their impact on customer satisfaction.
Act as the primary point of contact for customer satisfaction-related inquiries and issues.
Collaborate with other departments to align customer satisfaction efforts with broader organizational goals.
Ensure that customer satisfaction activities are aligned with ITIL best practices and integrated into the service management lifecycle.
Contribute to the continual service improvement process by providing customer insights and feedback.
Support the implementation of ITIL processes, particularly those related to service operation, and continual service improvement.


PROFESSIONAL COMPETENCIES


Excellent communication and interpersonal skills.
Strong analytical and problem-solving abilities.
Ability to work collaboratively with cross-functional teams.
Customer-focused mindset with a passion for service excellence.
Experience in tracking, and analysing key performance indicators (KPIs) related to customer satisfaction, service quality, and operational performance.
Experience in using metrics to drive continuous improvement initiatives.
Experience in implementing quality assurance processes to ensure service delivery meets or exceeds customer expectations.
Ability to drive continuous improvement initiatives based on quality metrics and customer feedback.


QUALIFICATIONS & EXPERIENCE


Matric Certificate (Essential)
Bachelor’s degree in information technology, Business Administration, or a related field would be advantageous
Minimum of 3 years of experience in customer satisfaction or customer service roles within an ITIL environment.
ITIL Foundation certification preferred more

ROLE PURPOSE


The Service Analyst provides a critical support function. This role is responsible for analysing and enhancing service delivery across the organisation. Key responsibilities include collecting and interpreting data, identifying performance trends, and collaborating with various departments to ensure service levels are maintained or improved.


ROLE REQUIREMENT


Generate... and compile monthly performance reports according to Clients' standards and templates on a weekly, monthly and quarterly basis
Perform detailed investigations for SLA breaches, leveraging the systems available
Ensure that service reports are produced for each customer service by the 7th of each month (or as agreed to with the Customer) and that breaches of SLA targets are highlighted, investigated and actions taken to prevent their recurrence by recommending Service Improvement Initiatives (SIPS)
Escalate Service Agreement breaches within this section to the Manager
Coordinate service development with other departments when needed
Engage with other departments to keep an up-to-date view on their objectives and activities
Identify improvement opportunities to processes and systems within the department
Help the Service Manager build the business case for an enhancement request and SIPs
Follow and understand the Service Management process, procedures and work instructions
Obtain the technical and organizational knowledge required to perform the activities
Keep informed proactively of current and past Incidents, Problems and Known Errors related to SLAs
Generate and Compile monthly review reports for the SM Managers
Compile adhoc reports based on Major Outages or Escalations that occur
Generate and compile ad hoc reports for the Business Support Manager
Seek communication with peer Service Management Business Analysts
Be informed of the objectives and activities of the various support groups
Use the process, procedures and work instructions as designed
Ensure that service performance reviews are scheduled and carried out with customers on a monthly and quarterly basis and are documented with agreed actions progressed
Ensure all customer reports and documentation are stored on SharePoint in the Customer folder
Execute and Monitor processes that fall within their scope role
Assist with Failover Testing
Assist with responding to RFPs
Track and analyse revenue trends to better understand the business's performance
Develop Executive Dashboards based on customer revenue
Generate and compile monthly review reports for the SM Managers
Generate and compile ad hoc revenue reports
Conduct detailed monthly analyses of client sites and incidents, correlating these findings with the revenue contributions from these clients
Ensure all customer reports and documentation are stored on SharePoint in the Customer folder.
Calculate and process SLA credit requests and penalties for clients where SLAs have not been met


PROFESSIONAL COMPETENCIES


Ability to evaluate information critically and make informed decisions.
Skill in synthesizing information from various sources to draw conclusions.
Commitment to delivering high-quality service and maintaining customer satisfaction.
Ability to handle customer inquiries and issues professionally and efficiently.
Ability to adapt to changing priorities and work environments.
Openness to learning new tools, technologies, and methodologies.
Ability to manage multiple tasks and projects simultaneously.
Strong organizational skills to prioritize work and meet deadlines.
Ability to work effectively with cross-functional teams.
Strong interpersonal skills to build relationships and collaborate with colleagues
Ability to identify root causes of issues and develop effective solutions.
Creative thinking in addressing challenges and optimizing service delivery


QUALIFICATIONS & EXPERIENCE


At least 2 years’ experience in collecting and analysing complex data and generating presentable reports 
Understands how his or her specific role fits in with the overall Service and Service Lifecycle 
Must be an effective communicator 
Is a respected member of a department who can combine daily departmental activities with the coordination role 
Knows how to ‘get things done’ with professionalism
Has knowledge of a complex ISP and IT Infrastructure within his or her department to understand and analyze the data produced by the different monitoring systems. 
ITIL Foundation Certificate 
Proficiency in Microsoft Word, Excel and PowerPoint more

ROLE PURPOSE


Design and implement network solutions (VPNs, Hosting, SDWAN, Security and VOIP).
Act as an escalation point to resolve complex provisioning solutions. Problem diagnosis and a clear understanding of the client’s needs and networks. To provide high quality project-based implementation of technical solutions to all the Business Corporate clients for converged networks. Design... solutions to meet complex customer network requirements.


ROLE REQUIREMENT


Configurations of CE devices – Routers, SD WAN Appliances, Firewalls, etc.
Assurance of services after they have been implemented in order to hand them over to the support Team.
Visit customer sites to fix the problems if necessary.
Investigate and identify the source of problems
Follow-up with internal business units, suppliers or vendors during problem fixing.
Involve quality assurance(QA), quality control (QC) and service level management (SLM).
Set up VPNs on Provider Edge and Customer Edge devices.
Implement and Assurance of different Access Services.
Serve as the technical lead/expert within an order fulfillment team
Serve as a concept designer and expert within an order fulfillment team
Gather and define network and technical level specifications, design and implement within the provided network infrastructure.
Direct and control the implementation of data communication networks.
Act as an escalation point to resolve device and service problems.
Act as an escalation point to resolve network problems.
Act as an escalation point to resolve concept/solution/business problems.
Have knowledge and understanding of the following:
Design and Implementation of VPN, Security and Hosting solutions.
Router and Switch Configuration – primarily (but not exclusively) focused on Cisco equipment.
Understanding of L2 and L3 technologies and protocols.
Understanding of Class and Quality of Service.
Routing and Switching, SDWAN, Hosting and Security.
Have knowledge and understanding of all technical aspects of L2 and L3 data communication networks and network elements.
Have a working knowledge and ability to troubleshoot within the disciplines of Routing and Switching, Hosting Services, Security Services or Voice Services.
Interpret and solve novel problems experienced on L2 or L3 data communication networks.
Communicate and liaise with people in other teams tasked with the fulfillment of customer technical and service orders.
Conform to the protocols specified for the delivery of work.
Interact fluently and successfully with customers and all other parties involved in the delivery of solutions.


PROFESSIONAL COMPETENCIES


Strong analytical and troubleshooting skills.
Ability to diagnose and resolve complex technical issues.
Meticulous in executing provisioning tasks and documenting processes.
Ability to analyse system and network performance data to optimize provisioning.
Ability to explain technical concepts to non-technical stakeholders.


QUALIFICATIONS & EXPERIENCE


A valid CCNP Cisco certification, Security certifications and Cloud Applications certifications.
3 - 6 years relevant Provisioning experience with MPLS Networks, SD WAN Technologies (Meraki, Velocloud, Viptela), Cloud Application (AWS, Azure, VMware), Security Technologies (Fortinet, CheckPoint, Zscaler, Cloudflare).
Experience in the application of data communication technology to the solve customers’ business problems - L3
Knowledge of ISP Technologies, Broadband and Access solutions - L2 / L3
Knowledge Security, VoIP or Hosting technology as a primary or secondary skill – L2 / L3.
Understanding of IP/GSM/Telecommunications/ICT Industry standards and methods - L1 to L3.
SD-WAN experience would be an advantage
Programming skills (Python, SQL, Data Modeling languages, APIs, etc.) would be an advantage more

ROLE PURPOSE


The Incident Manager is responsible for managing the process to restore normal service operation as quickly as possible to minimize the impact on business operations. This role involves leading the incident management team, ensuring that all IT service disruptions are resolved efficiently and effectively, and maintaining high levels of service quality. The Incident Manager is... accountable to the Incident Management Process Owner and performs the day-to-day operational and managerial tasks demanded by the process activities.


ROLE REQUIREMENT


Promote the Incident Management process
Ensure the Incident Management process is used correctly
Provide management and other processes with strategic decision-making information related to Incidents and potential problems.
Ensure Incident Management KPIs are met
Ensure that the Incident Management process operates effectively and efficiently through 1st, 2nd, and 3rd line support and Third-Party organizations.
Ensure Incident Management Staff are empowered in their jobs.
Maximize the fit between people, process and technology
Work with the Service Desk Manager to ensure that the Service Desk is established as a Single Point of Contact within the end user community
Ensure that remedial action takes place if it is discovered that contacts are going directly to second line or third line staff members instead of the Service Desk
Provide the resolution of Incidents in a proper and timely manner as it is the end-responsibility of Incident Management. Ensure that Incidents are resolved in a proper and timely manner and the resolutions adhere to objectives set forth in Service Level Agreements
Participate with the Incident Management Process Owner and Project Team in developing and maintaining the Incident Management Process, policies and procedures
Drive the efficiency and effectiveness of the Incident Management Process
Manage the work of the cross-functional Incident support staff (1st, 2nd and 3rd line)
Produce Management Information
Monitor the Incident Management process, using qualitative and quantitative Key Performance Indicators and make recommendations for improvement
Play a key role in developing and maintaining the Incident Management systems
Manage Major Incidents
Function as a point of escalation for Incident Analysts
Escalate to Line Management if Service Levels are threatened to be breached
Coach Incident Management Analysts in the correct use of the process
Identify training requirements of first line, second line and third line support staff and ensure that proper training is provided to meet the requirements
Highlight customer and end user training and education needs through trending analysis and ensure that proper training is provided where necessary
Contribute to the identification of recurring outages through trending analysis so that Problem Management is notified for assistance in eliminating recurring incidents that the business wants to eliminate
Identify opportunities for improving the tools used
Audit the Incident Management process
Escalate to Line Management and the Incident Management Process Owner in the event of a conflict between process and Line Management
Promote the Service Desk with the end-user community, through the maintenance of a webpage, info mails, bulletins and training Service Desk staff in communication skills, where needed.
Provide Service Desk staff with appropriate information to enable them to perform their function effectively. This includes process information, technical knowledge, record allocation information, and access to Known Error information .


PROFESSIONAL COMPETENCIES


Adhere to operational processes in the NIST CSF and MITRE ATT&CK framework
Adhere to the technical methods in the playbooks.
Prior experience to advise, plan, deploy, configure, manage and monitor large scale and complex cyber defence and IT risk management and information or cybersecurity solutions.
Prior experience in security incident management.
Proficiency in preparation of reports, dashboards, and documentation.
In-depth knowledge of security concepts such as cyber-attacks and techniques, Threat Vectors, Controls/Compliance, Risk Management and Incident Response.


QUALIFICATIONS & EXPERIENCE


Bachelor’s degree in information technology, Computer Science, or a related field.
Minimum of 2 -3 years of experience in IT service management, with a focus on incident management.
Proven experience in leading and managing critical incident responses. more

ROLE PURPOSE


The Service Manager is accountable to the Manager: Service Management and performs the day-to-day operational and managerial tasks demanded by the process activities.


ROLE REQUIREMENT


Keep aware of changing business needs.
Ensure that the current and future service requirements of customers are identified, understood, and raised with the Account Management... team.
Technical involvement in allocated customers’ issues and providing recommendations in conjunction with Technical Service Teams.
Ensure that improvement initiatives identified in service reviews are documented as a SIP (Service Improvement Plans) and acted upon and progress reports are provided to customers on a weekly basis.
Accommodate any existing Service Improvement Plans / Programs within the Service Management process.
Solutions Implementation with a focus on major and recurring incidents and work closely with resources from different Business Units to determine root cause when a deeper unknown cause is suspected and requires investigation. Involving System Architects, Transmission Networks, Account Managers, Engineers & Specialists. Process re-engineering and work-flow improvement.
POCs (Proof of Concepts) used to provide clients with tangible corroboration of proposed Changes.
Coordination of projects to remedy and improve existing services to customers networks.
Monthly, Quarterly and Annual reviews. This includes a detailed review of all services, SLA (Service Level Agreement) Reporting, billing issues and any relevant strategic issues.
Ensuring that ITIL best practice is followed.
Triggering any Service Improvement Initiatives.
Functions as a point of escalation for Service Management Analysts.
Escalation of SLA (Service Level Agreement) breaches to Manager Service Management.
Reporting on all changes, specified per service, process, department and any other Key Performance Indicators that is agreed with the Customer.
Recommending service improvements and initiates Service Improvement Programs.
Expedite any major incidents logged by their customers to ensure that service is restored as quickly as possible.
End-to-end responsibility for ensuring that all Service Level Agreements (SLA) and Operational Level Agreements (OLA) with the customer are met and levels of Service optimized.
Ensuring that service reports are produced for each customer service and that breaches of SLA targets are highlighted, investigated and actions taken to prevent theirVisibility on a customer senior management level.
Analyse and review Service Performance against the SLAs.
Organise and maintain the regular Service Level review process with the Customer which covers:
Review outstanding actions from previous reviews
Review current performance
Review Service Levels and Targets (where necessary)
Agree appropriate actions to maintain / improve Service Levels
Initiate any actions required to maintain or improve Service Levels and initiate Service Improvement Plans (SIPs) as required by the defined process
Act as coordination point for any temporary changes to Service Levels required (i.e.: extra support hours required by the Customer, reduced Levels of Service over a period of maintenance required by the Service Provider, etc.)
Attend Change Advisory Board meetings when appropriate.
Identify improvement opportunities to make Service Management more effective and efficient.
Ensure that the Service Level Management Key Performance Indicators are met for the assigned Customers.
Ensure that the Service Management process operates effectively and efficiently


QUALIFICATIONS & EXPERIENCE


The Service Level Manager should possess an ITIL Foundation Certificate and be moving forward to achieve the Practitioners Certificate for his or her specific process.
A minimum of 3 to 5 years’ experience in an IT or Telecommunications environment is required.
Proficiency in Microsoft Word, Excel and PowerPoint 
Matric/Equivalent more

ROLE PURPOSE/FUNCTION


The Technical Officer is responsible for end-to-end incident management, troubleshooting, and customer support across a wide range of Vodacom Business products and services. 
The role requires technical expertise, strong ownership of service cases, and the ability to provide professional customer support while ensuring service levels and operational standards are... met.


ROLE REQUIREMENT

Incident and Ticket Management


End-to-end troubleshooting and ownership of all tickets assigned.
Acknowledge tickets within 15 minutes of allocation.
Provide periodic customer updates until resolution (hourly or on request).
Ensure proper shift handover with fewer than 5% unattended tickets.
Deliver first-call resolution within 30 minutes where possible or escalate with detailed analysis.
Assign tickets appropriately to 3rd-line Assurance or Field Operations.
Provide a Reason for Outage (RFO) to customers for all incidents.


Customer Support

Support Express Group: Customer Desk clients across technologies including:


Wide Area Network services (MPLS, VPN, SD-WAN, Business Connect).
Access mediums: Fibre, Microwave, VSAT, LTE/3G Wireless GSM, legacy Diginet/ADSL.
internet, VoIP, and emerging connectivity technologies.
Deliver professional, efficient service through both calls and written communication.
Ensure customer service level agreements are consistently met or exceeded.
Manage escalations and urgent tickets as directed by leadership.


Operational Excellence


Conduct quality assurance and control checks during support activities.
Analyse open case reports daily and take accurate actions.
Monitor task execution, document analysis, and communicate findings clearly.
Liaise with SOC support teams on provisioning, testing, incident resolution, and root cause analysis.
Escalate repeat failures to Problem Management within three months of recurrence.
Continuously identify process improvement opportunities.
Promote best practices and provide feedback to teams and management.


Collaboration and Knowledge Development


Support colleagues and cross-functional IT/business teams as required.
Contribute to incident escalation, risk management, and change management processes.
Share technical insights and document findings for both technical and non-technical audiences.
Continuously develop knowledge of new technologies and service offerings.


Technical and professional qualifications


Matric minimum requirement
National Diploma/Degree in IT/Science discipline or equivalent .
Minimum 3 years’ experience in customer service within a technical role.
Minimum 3 years’ experience in 2nd-line support, particularly broadband technologies


Certifications:


CCNA (required).
CCNP (advantageous).
ITIL Foundations (advantageous).


Beneficial Experience


Hands-on SD-WAN implementation and support.
VLAN configuration, pseudowire provisioning, and service migrations.
Network configuration upgrades, tunnel reroutes, and capacity expansion.
Transmission fault configuration requests.
Knowledge of optimal microwave/fibre operations.
OSS/BSS system familiarity.
Telecommunications industry experience.
Strong communication and problem-solving skills.
Demonstrated ownership of customer cases and feedback.


Deadline:26th September,2025 more

ROLE PURPOSE


To provide high-level, high-quality assurance role to Vodacom Business cooperate clients, in the Customer Services Operations Centre (CSOC) Resolver Team 2.


ROLE ACCOUNTABILITIES / KEY ACTIVITIES


To provide a high-level, high-quality service assurance role to Vodacom Business corporate clients, in the Customer Services Operations Centre [CSOC] RT2
Support all... technical aspects of a Converged Network infrastructure, MPLS, SDWAN
Reporting of all incidents to relevant parties
Liaising with Client on all technical related events and fault resolutions
Fault Management update on Siebel SRM
Client update and follow up until incident closure: Complete understanding of ITIL practices.
Cross collaboration with all levels within the Organization
Service request management
Fault diagnosis / Troubleshooting
Monitoring
Vendor management
Provide Service desk 1st line support to customers.
Responsible for Incident resolution
Understanding of IP/GSM/Telecommunications/ICT Industry
MPLS
SDWAN


Core Competencies


Deciding and Initiating Action
Applying Expertise and Technology
Planning and Organising
Analysing
Learning and Researching


QUALIFICATIONS AND EXPERIENCE


CCNA
At least 3-5 years’ experience of which 2 years must be within a networking environment with 1 year with of service provider focus.
Grade 12 and with valid CISCO Certifications


Deadline:26th September,2025 more

ROLE PURPOSE


The incumbent of this position will assist and support the payroll manager to ensure on-time and accurate running of the payroll system, maintaining data integrity, information security and providing accurate and timeous information to all levels of management.
The incumbent will be expected to know how to run the payroll system and adhere to all legislative requirements and... company policies & procedures.


ROLE REQUIREMENT


Primarily involved in payroll to ensure on time and accurate salary payment to all the company’s staff, so that staff is committed to their services to the company.
To all employees in the company
Capture employee ‘payroll details on SAGE300 system as soon as HR has loaded them.
Make sure all employee’s details are correct and up to date.
Administer ESS when necessary.
Process and reconcile 3rd parties, Medial aid, Nedfleet.
Attend to payroll queries within 12 hours.
Have ability to run IRP5’s.
Create dummy payslips for HR.
Time management, integrity and confidentiality are the basic components of a payroll administrator.
Run payroll reports.
Assist with leave queries and processing of leave for shut down periods etc.
Processing all the inputs into the payroll system.


TECHNICAL / PROFESSIONAL COMPETENCIES


Reading Comprehension - Understanding written sentences and paragraphs in work-related documents.
Active Listening - Giving full attention to what other people are saying, taking time to understand the points being made, asking questions as appropriate, and not interrupting at inappropriate times.
Critical Thinking - Using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions, or approaches to problems.
Speaking - Talking to others to convey information effectively.
Writing - Communicating effectively in writing as appropriate for the needs of the audience.
Complex Problem Solving - Identifying complex problems and reviewing related information to develop and evaluate options and implement solutions.
Service Orientation - Actively looking for ways to help people.


QUALIFICATIONS & EXPERIENCE


Grade 12
BCom/HR Degree/Diploma
SAGE 300 system
1 - 3 years Payroll Administration experience
Knowledge of relevant Labour and Tax Legislation


COMPETENCY REQUIREMENTS


Integrity
Confidentiality
Attention to details, very accurate with numbers
Deadline driven
Dependability
Cooperation
Attention to Detail
Self-Control
Independence
Adaptability/Flexibility
Initiative
Achievement/Effort
Stress Tolerance


Deadline:14th September,2025 more

ROLE PURPOSE


The Service Analyst provides a critical support function by delivering analytical services to assist the Service Manager in serving the allocated customer base. This role is responsible for analysing and enhancing service delivery across the organisation. Key responsibilities include collecting and interpreting data, identifying performance trends, and collaborating with various... departments to ensure service levels are maintained or improved.


ROLE REQUIREMENT


Generate and compile monthly performance reports according to Clients' standards and templates on a weekly, monthly and quarterly basis
Perform detailed investigations for SLA breaches, leveraging the systems available
Ensure that service reports are produced for each customer service by the 7th of each month (or as agreed to with the Customer) and that breaches of SLA targets are highlighted, investigated and actions taken to prevent their recurrence by recommending Service Improvement Initiatives (SIPS)
Escalate Service Agreement breaches within this section to the Manager
Coordinate service development with other departments when needed
Engage with other departments to keep an up-to-date view on their objectives and activities
Identify improvement opportunities to processes and systems within the department
Help the Service Manager build the business case for an enhancement request and SIPs
Follow and understand the Service Management process, procedures and work instructions
Obtain the technical and organizational knowledge required to perform the activities
Keep informed proactively of current and past Incidents, Problems and Known Errors related to SLAs
Generate and Compile monthly review reports for the SM Managers
Compile adhoc reports based on Major Outages or Escalations that occur
Generate and compile ad hoc reports for the Business Support Manager
Seek communication with peer Service Management Business Analysts
Be informed of the objectives and activities of the various support groups
Use the process, procedures and work instructions as designed
Ensure that service performance reviews are scheduled and carried out with customers on a monthly and quarterly basis and are documented with agreed actions progressed
Analyse the assigned customers portfolio and make recommendations to the Service Manager based on information across various systems within Vodacom Business
Ensure all customer reports and documentation are stored on SharePoint in the Customer folder
Execute and Monitor processes that fall within their scope role
Assist with Failover Testing
Assist with responding to RFPs
Track and analyse revenue trends to better understand the business's performance
Develop Executive Dashboards based on customer revenue
Generate and compile monthly review reports for the SM Managers
Generate and compile ad hoc revenue reports
Conduct detailed monthly analyses of client sites and incidents, correlating these findings with the revenue contributions from these clients
Present insights from the Service Management department to Executives within Vodacom
Ensure all customer reports and documentation are stored on SharePoint in the Customer folder.
Calculate and process SLA credit requests and penalties for clients where SLAs have not been met


PROFESSIONAL COMPETENCIES


Ability to evaluate information critically and make informed decisions.
Skill in synthesizing information from various sources to draw conclusions.
Commitment to delivering high-quality service and maintaining customer satisfaction.
Ability to handle customer inquiries and issues professionally and efficiently.
Ability to adapt to changing priorities and work environments.
Openness to learning new tools, technologies, and methodologies.
Ability to manage multiple tasks and projects simultaneously.
Strong organizational skills to prioritize work and meet deadlines.
Ability to work effectively with cross-functional teams.
Strong interpersonal skills to build relationships and collaborate with colleagues
Ability to identify root causes of issues and develop effective solutions.
Creative thinking in addressing challenges and optimizing service delivery.


QUALIFICATIONS & EXPERIENCE


At least 2 years’ experience in collecting and analysing complex data and generating presentable reports 
Understands how his or her specific role fits in with the overall Service and Service Lifecycle.
Must be an effective communicator 
Is a respected member of a department who can combine daily departmental activities with the coordination role 
Knows how to ‘get things done’ with professionalism 
Has knowledge of a complex ISP and IT Infrastructure within his or her department to understand and analyze the data produced by the different monitoring systems. 
ITIL Foundation Certificate 
Proficiency in Microsoft Word, Excel and PowerPoint 
Experience with Qliksense (advantageous / desirable)


Deadline:11th September,2025 more

ROLE PURPOSE


You are responsible for assisting with administration and coordinating all day-to-day activities of the bid office and providing support for tender submissions. You will deal with high volumes of tenders in a stressful and pressurized environment where the team all must work together. It is essential to be flexible, understand urgency and priorities. You need a constant... awareness of the deadlines and outstanding information. You must be able to cope with a substantial amount of responsibility, remain calm under pressure, and be able to read and interpret instructions carefully. You must be non-compromising on quality and attention to detail on all deliverables.


ROLE REQUIREMENT


Perform an initial review of the Tender documents to establish the scope of work the Tender schedule and clarify any items that are unclear.
Determine the physical format for tenders including layout, number of copies, special requirements and deliverables.
Prepare bids according to tender' s requirements.
You will be responsible for tender accuracy and completeness to make sure all bid documents required for submittal are prepared and signed by the authorised personnel.
Assist with production of final bid documents and arrangements to supply these documents to the customer within defined tender deadlines.
To co-ordinate, manage and support Bids and Tender (RFP & RFI) submissions.
Participate in all internal tender meetings.
Ensure that all relevant data and information compiled during the tender development phase is considered and made available to all Tender team members.
Liaise with all tender team members to ensure accuracy and compliance with customer requirements.
Ensure bid and proposal WORD documentation is formatted, collated and presented in a professional manner.
Render admin and typing support with tenders / proposals and monitor a timeline.
Review final documents for quality control and proofread for accuracy and compliance.
Provide continuous feedback to the team and prioritise the order of importance of engagements.
Build relationships with key proposal teams in other departments.
Maintain status of generic proposals and work with Bid Manager to ensure they are reviewed, revised and reapproved as necessary
Alert Bid Manager to potential problems in tender document.
Maintain accurate records and file manual & electronic copies of all the tender data i.e. correspondence quotations internal input etc.
Keep up to date documentation of all tender returnable.
Update the tender register.


PROFESSIONAL COMPETENCIES


Bid Office Management Experience


QUALIFICATIONS & EXPERIENCE


Grade 12 (Essential)
Minimum 2 years in the Bid Office environment (Essential)
Diploma / degree or an equivalent tertiary qualification
APMP Qualified to Foundation level – (Advantageous)


Deadline:11th September,2025 more

Role purpose:


Perform assurance on the transmission network and standby duties.
Assisting to resolve P1 to P4 failures by engaging with high level support and ATNE to correct these failures as they appear within specified timelines in core, edge & access domain Engage with support teams to correct hardware failures and alarms in the transport domain to ensure and improve network... quality
Provide transmission assurance support to & from Field Force Outsource for Edge and Access infrastructure
Conduct Special investigations on high-impact network performance on cases reported internally.
Handle escalations from Vodacom business Platinum customers, its partners and VB special projects.
Escalate and follow up issues with NOC and relevant backend teams.
Effectively communicate ticket status, service outages and escalate as per established customer support and escalation matrix.
Ensure that all faults are fixed within the relevant SLA.
Lead junior engineers on high escalated faults and drive to resolution in conjunction with other departments.
To use reports from OSS platforms to identify issues and failures that need corrective action.
Provide transmission assurance support to Operations, NMG & EBU Edge and Access infrastructure
To take ownership for TX Network Performance and to restoral P1 to P4 failures by correcting alarms
Liaise with vendors and fibre providers for resolution of the network faults within the agreed timelines
Perform scheduled preventive maintenance for proactive support for global customers.


QUALIFICATIONS & EXPERIENCE


Matric (Essential)
Minimum 3-year Degree/Diploma or in Engineering
3 - 5 years’ work experience in telecoms industry specific to Transmission Assurance (Maintenance) and Transmission Systems
Expert knowledge & experience in the Microwave, Fiber, Router, Synchronisation and Switches technologies specific to Nokia, Huawei Infinera/Tellabs/Coriant, Nera, SIAE, Hughes, Radwin, 
Symmetric, Nokia and application thereof
TDM, ATM, PDH, SDH, C/W/DWDM, IP/MPLS, MEF, TX architecture, IP & TX Protocols knowledge and application
IP experience in Layer 1 to 4 of OSI stack and Standards in IEEE, ITU, MEF, Optical, radio frequency
Analytical thinker & solution oriented more

ROLE REQUIREMENT


Generate and compile monthly performance reports according to Clients' standards and templates on a weekly, monthly and quarterly basis
Perform detailed investigations for SLA breaches, leveraging the systems available
Ensure that service reports are produced for each customer service by the 7th of each month (or as agreed to with the Customer) and that breaches of SLA... targets are highlighted, investigated and actions taken to prevent their recurrence by recommending Service Improvement Initiatives (SIPS)
Escalate Service Agreement breaches within this section to the Manager
Coordinate service development with other departments when needed
Engage with other departments to keep an up-to-date view on their objectives and activities
Identify improvement opportunities to processes and systems within the department
Help the Service Manager build the business case for an enhancement request and SIPs
Follow and understand the Service Management process, procedures and work instructions
Obtain the technical and organizational knowledge required to perform the activities
Keep informed proactively of current and past Incidents, Problems and Known Errors related to SLAs
Generate and Compile monthly review reports for the SM Managers
Compile adhoc reports based on Major Outages or Escalations that occur
Generate and compile ad hoc reports for the Business Support Manager
Seek communication with peer Service Management Business Analysts
Be informed of the objectives and activities of the various support groups
Use the process, procedures and work instructions as designed
Ensure that service performance reviews are scheduled and carried out with customers on a monthly and quarterly basis and are documented with agreed actions progressed
Analyse the assigned customers portfolio and make recommendations to the Service Manager based on information across various systems within Vodacom Business
Ensure all customer reports and documentation are stored on SharePoint in the Customer folder
Execute and Monitor processes that fall within their scope role
Assist with Failover Testing
Assist with responding to RFPs
Track and analyse revenue trends to better understand the business's performance
Develop Executive Dashboards based on customer revenue
Generate and compile monthly review reports for the SM Managers
Generate and compile ad hoc revenue reports
Conduct detailed monthly analyses of client sites and incidents, correlating these findings with the revenue contributions from these clients
Present insights from the Service Management department to Executives within Vodacom
Ensure all customer reports and documentation are stored on SharePoint in the Customer folder.
Calculate and process SLA credit requests and penalties for clients where SLAs have not been met


QUALIFICATIONS & EXPERIENCE


At least 2 years’ experience in collecting and analysing complex data and generating presentable reports 
Understands how his or her specific role fits in with the overall Service and Service Lifecycle.
Must be an effective communicator 
Is a respected member of a department who can combine daily departmental activities with the coordination role 
Knows how to ‘get things done’ with professionalism 
Has knowledge of a complex ISP and IT Infrastructure within his or her department to understand and analyze the data produced by the different monitoring systems. 
ITIL Foundation Certificate 
Proficiency in Microsoft Word, Excel and PowerPoint 
Experience with Qliksense (advantageous / desirable) more

ROLE PURPOSE


The Service Manager is accountable to the Manager: Service Management and performs the day-to-day operational and managerial tasks demanded by the process activities.


In general, the Service Manager has:


Visibility at a management level within Vodacom Business and in the Customer environment
Awareness of the Customer’s business priorities, objectives and business... drivers
Awareness of the role Vodacom Business plays in enabling the Customers business objectives to be met
Customer service skills
Awareness of what Vodacom Business can deliver to the customer, including the latest products and capabilities
The ability to use, understand and interpret Vodacom Business processes, policies and procedures and to ensure adherence
Good influencing skills and is a good negotiator, as he or she often does not have authority over staff working with his or her processes
The competence, knowledge and information necessary to perform the role
Must be an effective communicator
Keep aware of changing business needs.
Ensure that the current and future service requirements of customers are identified, understood, and raised with the Account Management team.
Technical involvement in allocated customers’ issues and providing recommendations in conjunction with Technical Service Teams.
Ensure that improvement initiatives identified in service reviews are documented as a SIP (Service Improvement Plans) and acted upon and progress reports are provided to customers on a weekly basis.
Accommodate any existing Service Improvement Plans / Programs within the Service Management process.
Solutions Implementation with a focus on major and recurring incidents and work closely with resources from different Business Units to determine root cause when a deeper unknown cause is suspected and requires investigation. Involving System Architects, Transmission Networks, Account Managers, Engineers & Specialists. Process re-engineering and work-flow improvement.
POCs (Proof of Concepts) used to provide clients with tangible corroboration of proposed Changes.
Coordination of projects to remedy and improve existing services to customers networks.
Monthly, Quarterly and Annual reviews. This includes a detailed review of all services, SLA (Service Level Agreement) Reporting, billing issues and any relevant strategic issues.
Ensuring that ITIL best practice is followed.
Triggering any Service Improvement Initiatives.
Functions as a point of escalation for Service Management Analysts.
Escalation of SLA (Service Level Agreement) breaches to Manager Service Management.
Reporting on all changes, specified per service, process, department and any other Key Performance Indicators that is agreed with the Customer.
Recommending service improvements and initiates Service Improvement Programs.
Expedite any major incidents logged by their customers to ensure that service is restored as quickly as possible.
End-to-end responsibility for ensuring that all Service Level Agreements (SLA) and Operational Level Agreements (OLA) with the customer are met and levels of Service optimized.
Ensuring that service reports are produced for each customer service and that breaches of SLA targets are highlighted, investigated and actions taken to prevent theirVisibility on a customer senior management level.
Analyse and review Service Performance against the SLAs.
Organise and maintain the regular Service Level review process with the Customer which covers:
Review outstanding actions from previous reviews
Review current performance
Review Service Levels and Targets (where necessary)
Agree appropriate actions to maintain / improve Service Levels
Initiate any actions required to maintain or improve Service Levels and initiate Service Improvement Plans (SIPs) as required by the defined process
Act as coordination point for any temporary changes to Service Levels required (i.e.: extra support hours required by the Customer, reduced Levels of Service over a period of maintenance required by the Service Provider, etc.)
Attend Change Advisory Board meetings when appropriate.
Identify improvement opportunities to make Service Management more effective and efficient.
Ensure that the Service Level Management Key Performance Indicators are met for the assigned Customers.
Ensure that the Service Management process operates effectively and efficiently
Ensure that reports on Service Performance and Achievement to the Customer and Vodacom Business are produced, checked, and presented regularly and at an appropriate level.Monitor and manage the perception and expectation of the customers.


QUALIFICATIONS & EXPERIENCE


The Service Level Manager should possess an ITIL Foundation Certificate and be moving forward to achieve the Practitioners Certificate for his or her specific process.
A minimum of 3 to 5 years’ experience in an IT or Telecommunications environment is required.
Proficiency in Microsoft Word, Excel and PowerPoint 
Matric/Equivalent more

ROLE REQUIREMENTS


Junior level within a major Function for a business unit.
No direct impact on business performance
Junior role no leadership skills


Assume responsibility for the following:


Involvement in the support and implementation of OS within the enterprise (Production, Test, QA, Development)
Logging calls to 2nd-line support using Remedy and closing calls where... applicable
Security: patch management and vulnerability management, review, monitor & remediate system in compliance with EIT security standards
Backup and Recovery (Dell Networker)
Monitor / resolve 1st line service requests &
Daily system
Liaise with various departments within the customer including Networks, Cabling, Storage, Database, Security, Facilities, Backup and Recovery, IS, Test and Dev as well as Change and Release Management for day-to-day system administration, effectively and in accordance with customer guidelines, standards and policies.


QUALIFICATIONS & EXPERIENCE


Grade 12 with Maths & Science (Preferred)
Tertiary Education in the ICT industry (Preferred)
ITIL Foundation certified (Preferred)
RHCSA or similar qualification in Unix/Linux environment(Preferred)
Exposure AWS Cloud (Advantageous)
Candidate should have a minimum of 2 years of experience in ICT, with at least 1 years in System administration (Essential)
Experience in administering enterprise-scale
Candidate should have basic experience in hardware, system software, storage and networking.
Basic shell scripting experience (Advantageous)
Backup and recovery experience
Good understanding of Security & Compliance more

ROLE REQUIREMENT


Health and safety system implementation.
Positive impact in facilitating on project and workplace compliance
Minimum leadership requirements


Assume responsibility for the following:


Responsible for compiling health and safety files in accordance with client specifications
Travel to client sites for health and safety audits.
Maintain project health and... safety files and update whenever required
Maintain our clients Gate 1 and 2 files
Ensure workplace appointments are done
Consolidate and report workplace inspections
Assist in ISO Management System implementation and maintenance
Conduct health and safety trainings
Conduct induction
Maintain the departmental training Matrix
Record and follow up on audit and inspection findings.
Assist with Facility Management duties


TECHNICAL / PROFESSIONAL COMPETENCIES


SACPCMP CHSO Registered


QUALIFICATIONS & EXPERIENCE


Diploma in Occupational Health and Safety (preferable NEBOSH IDIP)
ISO 45001, 14001 and 9001 Implementation
SETA Registered Facilitator/Assessor
Incident Investigator
Risk Assessor
Fall Protection Plan Developer
Experience in compiling health and safety files (Gate 1 and Gate 2 files)
Experience in navigating health and safety online platforms (Safety360)
Facility Management more

ROLE AND RESPONSIBILITIES:

A Technical Assistant is responsible for the following:


Monitoring of Radio elements 3G/ LTE /4G performance issues.
Monitoring of Call performance and media gateway issues national and international.
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 service degradation.
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.
Answer agreed percentage of voice calls and emails within allocated service time.


 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


Matric/Grade 12 or NQF level 5 or higher (Essential)
ICT or Telecommunications certification would be advantageous.
Knowledge of event management (Essential)
2/3 years of experience performing in a fault logging or incident management environment (Essential)
Knowledge and experience with various NMS’ will be Advantageous
Knowledge and experience with various RAN NMS will be advantageous
Knowledge in Application Performance Monitoring (Advantageous)
Basic understanding of CDN international links (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. more

ROLE AND RESPONSIBILITIES:

A Technical Assistant is responsible for the following: 


Monitoring Netcool and Network Management Elements in all regions across different NMS’s
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)
Monitor and escalate major Regional failures affected by Transmission faults. Notify and update relevant Regional support teams to attend on failure.
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 Leader must review the following:


Dispatching of tasks to relevant teams
Liaise with relevant teams and provide support
Improve Performance towards the Clients KPI
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


Matric/Grade 12 (Essential) or NQF level 5 and higher
ICT or Telecommunications certification would be advantageous.
CCNA certification will be advantageous


Experience Required


2/3 years of experience performing in a fault logging or incident management environment (Essential)
2/3 years of experience of working on Network Management Systems and fault diagnosis. (Essential)
Tellabs/Nokia/Nokia DWDM/Huawei/Cisco NMS experience will be Advantageous
Matric (Essential)
Knowledge of event management (Advantageous)
Knowledge of problem Management (Advantageous)
Knowledge in Application Performance Monitoring (Advantageous)
Basic understanding of IP Networks fundamentals (Advantageous)
Experience CMD/SSH/Putty commands (Advantageous)
Experience in fault localization through element management platforms
Experience working with Remedy fault management (ETOM) system (Advantageous)
ITIL Foundation certification (Advantageous)
Good IT knowledge (A+/N+/Windows Server Certification) and experience (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 skill
Good communication skills
Good behavioural Traits such as attitude, motivation and time management
Basic MS office skills (Word /Excel/ Outlook) more

ROLE AND RESPONSIBILITIES:

A Technical Assistant is responsible for the following: 


Monitoring Netcool and Network Management Elements in all regions across different NMS’s
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)
Monitor and escalate major Regional failures affected by Transmission faults. Notify and update relevant Regional support teams to attend on failure.
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 Leader must review the following:


Dispatching of tasks to relevant teams
Liaise with relevant teams and provide support
Improve Performance towards the Clients KPI
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


Matric/Grade 12 (Essential) or NQF level 5 and higher
ICT or Telecommunications certification would be advantageous.
CCNA certification will be advantageous


Experience Required


2/3 years of experience performing in a fault logging or incident management environment (Essential)
2/3 years of experience of working on Network Management Systems and fault diagnosis. (Essential)
Tellabs/Nokia/Nokia DWDM/Huawei/Cisco NMS experience will be Advantageous
Matric (Essential)
Knowledge of event management (Advantageous)
Knowledge of problem Management (Advantageous)
Knowledge in Application Performance Monitoring (Advantageous)
Basic understanding of IP Networks fundamentals (Advantageous)
Experience CMD/SSH/Putty commands (Advantageous)
Experience in fault localization through element management platforms
Experience working with Remedy fault management (ETOM) system (Advantageous)
ITIL Foundation certification (Advantageous)
Good IT knowledge (A+/N+/Windows Server Certification) and experience (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 skill
Good communication skills
Good behavioural Traits such as attitude, motivation and time management
Basic MS office skills (Word /Excel/ Outlook) more