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)