Internal: Technical Support Assurance – Tshwane


  • Full Time
  • Tshwane
  • Applications have closed

POSITION STATEMENT

Responsible for receiving, dispatching of link builds and their maintenance for the western region. 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

Customer Service (Internal and External)

  • Establish from customer and available DFA systems if customer support is required to resolve the incident, typical customer support is site access.
  • Dispatch the Maintenance/Link builds Technicians to attend the reported fault within the agreed turnaround time as per SLA.
  • Establish communication between FTTB Technicians.
  • Perform any other work-related duties and responsibilities that may be assigned from time-to-time by management. Knowledge of DFA products and SLA’s sold to the client
  • 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 Maintenance 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
  • 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.)

KPI’s

  • NOC Procedures adhered to.
  • Adherence to SLA turnaround times for resolving of queries (4 hours or other).
  • Access link base to get relevant information to complete Newlink Builds.
  • Establish information between FTTB 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.

Reporting

  • Compile incident report on the customer reported fault according to the required standard (5 Ws) and ensure it is completed within 24 hours.
  • Manage Shift Handover process on the active faults via mail and create calendar reminder for the team on all the deferred faults to manage continuity.

KPI’s

  • Quick response to reported faults and link builds.
  • Performance Matrix: Meeting 95% target on individual productivity (measured as talk time + Available time / total log in time) on the calls.
  • Meeting 95% of DFA Telephone Etiquette standards when communicating with both internal and external customers.
  • completion and submission NOC for link build and filters.

Miscellaneous & General

  • Perform any other work-related duties and responsibilities that may be assigned from time-to-time by management. Knowledge of DFA products and SLA’s sold to the client.

KPI’s

  • 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 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