POSITION STATEMENT
Responsible for receiving, dispatching of link builds and installations tickets. Provide technical and administrative support pertaining to certain processes, for example regarding diagnosing of failures of repair work but also provide support to field staff.
KEY RESPONSIBILITIES
* Establish from customer and available DFA systems if customer support is required to resolve the incident, typical customer support is site access.
* Dispatch the Installations/Link builds Technicians to attend the reported fault within the agreed turnaround time as per SLA
* Perform any other work-related duties and responsibilities that may be assigned from time-to time by management.
* Provide technical support for all internal and external maintenance teams while working on customers faults.
* Constantly manage the reported incident to meet the required SLA by probing the Field Technicians on the reason for outage and always request proof (field technician feedback; voice, SMS, email, support pics.)
* Assist Installations and link build technicians with troubleshooting the fibre repairs by using relevant systems (EG: Quick base & SDM) to check the disconnected distance and feedback to the technicians on site
* NOC Procedures adhered to.
* Adherence to SLA turnaround times for resolving of queries.
* Access link base to get relevant information to complete Newlink Builds.
* Establish information between FTTH Technicians.
* Detailed report on basic incident feedback and one’s that fall outside of SLA.
* Manage standby handover, access arrangement, security, tools and site keys.
* As required by the situation.
BEHAVIOURAL COMPETENCIES
* Accountability
* Excellent interpersonal skills
* Excellent communication skills (verbal and written)
* Problem solving skills
* Good analytical and decision-making skills
* Time management skills
* Customer service orientated
* Must have mature judgement and the ability to relate well with others
* Must be able to work under pressure
* Ability to work independently, take initiative and make sound decisions in an environment of limited
Skills & Knowledge
* Communication skills
* Technical knowledge of telecommunications and IT networks
* Working knowledge and understanding of fibre network and test equipment are advantageous
* Strong computer literacy skills with solid working knowledge of Microsoft Windows and MS Office applications.
QUALIFICATION & EXPERIENCE
* Grade 12
* N6 National Diploma for technicians or equivalent will be an added advantage
* At least 1 – 2 years’ experience in Telecommunications / IT industry
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