Service Support Agent - Cape Town

Service Support Agent - Cape Town

KEY RESPONSIBILITIES:

• ICT or Critical communications industry leader
• Provider of IT, Wireless, Fixed network, radio and telemetry products and solutions in South African and African markets
• Competitive environment
• Customer Focus
• Service Excellence
• Target driven environment.
• South Africa Regulatory framework ICASA.
• Specialists in designing and supplying turnkey communication systems.
• Project Management environment.
• Characterised by high levels of operational pressure and deadlines.
• Remote diagnostics and fault finding on the Altron Nexus Network.

Core Responsibilities

• Updating of calls and testing with clients and resolving of requests on SDP and D356 and other monitoring tools.
• Assisting with Projects and updating the Project task planner.
• Building the relations with client to be the window to Nexus. (First responders)
• Tracking and follow up on Repair orders with Repair center and provide feedback to clients on a schedule basis.
• Reporting on SLA’s and providing monthly reports.
• Providing insight and feedback to better and streamline the NOC.

Educational Qualifications

• Matric
• Relevant Diploma in Engineering
• Telecoms training – specifically on Critical Communication systems
• Call Centre training
• Writing skills.

Professional Qualifications

• CCNA/HCNA – Will be an advantage
• ITIL qualification – Will be an advantage
• Drivers Licence
• Telviva Will be an advantage
• A+ Will be an advantage
• N+ Will be an advantage

Experience

• Min 2 years’ experience in a NOC Support environment – specifically working in Critical Communications, ICT networks or fieldwork - Will be an advantage.
• Experience in customer service desk or helpdesk functions.
• Proven record and experience with Incident and SLA management processes and systems
• Experience working with various OEMs (Hytera, Motorola, Huawei, Cisco, Mikrotek)
• Understanding of Front office (T1) and Back office (T2) responsibilities
• Experience in Fault finding and Root Cause Analysis
• Experience working with IP addressing and Routing

Other Requirements

• Good Business Acumen
• Corporate Governance
• Auditing processes
• Solution Sales Methodologies
• Relevant Industry/Domain knowledge
• Entrepreneurial
• Assertiveness
• Leadership
• Attention to detail
• Conflict management
• Professionalism
• Presentation
• Customer relationship management

Behavioural Competencies

• Monitor network performance and manage network incidents
• Diagnose and perform test procedure on network alerts, events or issues which may arise
• Prioritize incidents and workflows
• Dispatch of incidents to the correct department, contractor, staff member, 3rd party, service providers and clients
• Notify and escalate incidents to ensure Service Level Agreement (SLA) is met.
• Compile Root Cause Analysis report
• Compile reports on SLA and Network performance
• Liaise with contractor, staff member, 3rd party, service providers and customers with regards to incidents, root cause analysis and performance reporting
• Manage helpdesk, incident, problem and change management processes
• Supporting of all deployed network infrastructure
• Implement and manage Change Requests
• Work shift, overtime and flexible hours if and when required

Learned Competencies

• Knowledge of the ICT technology landscape
• Extensive knowledge and understanding of SLA and Incident, problem and change management
• Various troubleshooting principles
• Computer literate fully conversant in MS Office
• Good communication skills in English (verbal and written) is required.
• Decision making techniques
• Time management
• Knowledge of quality improvement principles
• Knowledge of ITIL and ETOM
• Be able to handle multiple concurrent tasks with minimal supervision