Overview
- A Level 1 – Technical Assistant will receive training/mentorship within our Network Management Centre (Telecommunications) that currently deals with Event & Fault Management and Incident Management on a 24/7 basis,
- Each Technical Assistant will take responsibility for the following during the program:
- Monitoring of the network alarming.
- Timeous logging of incidents for alarms received.
- Timeous handover of incidents to all resolving parties.
- Facilitating field services calls and tracking of faults on the trouble ticketing system.
- Management and closing of incidents as per Fault management procedure.
- Understanding of all key performance indicators.
- Answer agreed percentage of voice calls and emails within allocated service time
Educational and/or Work Experience Requirements
- Matric/Grade 12 or NQF level 4 (Essential)
- Computer Literacy (Essential)
- Must understand IT or telecommunications
- Experience working with call center or service desk environments (Advantageous)
- IT or Telecommunications certification would be (Advantageous)
Knowledge and Skills Required
- Ability to think and interact logically.
- Excellent communication, interpersonal, Verbal & Written.
- Must be self-learning.
- People Skills and demonstrate the ability to work well with others, team work ethic.
- The ability to work under pressure and to tight deadlines.
- Willingness to assist with additional tasks given.
- Good judgment skills
- Behavioral traits such as attitude, motivation and time management.
Special Requirements
- Most important, be prepared to perform in a 24/7 environment, shift work and overtime on client premises.
- Must be able to travel to site after hours, weekends and public holidays.
- Working hours will be allocated as per assigned operational roster.
- Must be able to report to different reporting lines simultaneously.