Service Support Agent

TitleService Support Agent

Job Description

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.

QUALIFICATIONS, EXPERIENCE, & SKILLS:

Educational Qualifications:

Matric

Relevant Diploma

Telecoms training – specifically ICT systems

Professional Qualifications

CCNA/HCNA – Will be an advantage

ITIL qualification – Will be an advantage

Drivers Licence – Will be an advantage

Telviva Will be an advantage

A+ Will be an advantage

N+ Will be an advantage

Years of 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

Competencies:

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 trouble shooting principals

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 principals

Knowledge of ITIL and ETOM

Be able to handle multiple concurrent tasks with minimal supervision

Hygiene Factors

Proactivity / initiative

Customer centricity and service orientation

Team orientation – strengthening teams OR working in an integrated team environment

Relationship builder – strong people-focus

Resilience – maintaining composure and dealing effectively with stress

Flexible and adaptable – changing opinions / behaviour in the light of changing situations

Strong detail focus - attention to detail and accuracy

Action-oriented – sense of urgency

Diplomacy and tact

Operate with high ethics and integrity

Able to function and operate under pressure

Education

Languages

R-8618