A Technical Assistant is responsible for the following:


Monitoring of elements and components making up the service.
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 or drops in services, log and manage until resolved
Liaise with operational engineers and support teams to resolve network faults and 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


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/Huawei/Cisco NMS experience 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.