ROLE PURPOSE<\/p>\n
\tThe Technical Officer is responsible for providing end-to-end technical support, fault resolution, and service assurance for Vodacom Business customers across multiple access technologies, including Fibre, Microwave, VSAT, LTE\/3G, and SD-WAN. The role ensures efficient management of incidents from initial logging through to resolution, maintaining high service quality, and meeting customer SLA requirements. The incumbent will troubleshoot network and connectivity issues, coordinate with internal support and field teams, and drive continuous improvement through problem management and process enhancement. A strong customer-centric approach, technical proficiency, and commitment to service excellence are key to success in this role.<\/p>\n
ROLE ACCOUNTABILITIES \/ KEY ACTIVITIES<\/p>\n
\tEnd2End troubleshooting and extreme ownership of all the tickets logged and in his \/ her queue.
\n\tTo provide support for the Access SOC Team customers with the products, services and solutions offered to Vodacom Business customers.<\/p>\n
These are, but not limited to:<\/p>\n
\tWide Area Network access services (MPLS\/VPN \/ SD-WAN \/ Business Connect)
\n\tFibre
\n\tMicrowave
\n\tVSAT
\n\tWireless GSM \u2013 LTE and 3G
\n\tDiginet and ADSL as end of life solutions
\n\tVoIP
\n\tInternet access
\n\tInclusive of any emerging technologies such as SD-WAN, Business Internet, Business Connect
\n\tAcknowledge tickets within 15 minutes of allocation to the Access SOC.
\n\tManage the customer End to End and ensure periodic updates are provided till resolution (on request or hourly).
\n\tTo undertake quality assurance (QA) and control checks during support activities.
\n\tAnalyse daily open Case reports and ensure appropriate and accurate action is taken.
\n\tAccurately troubleshooting faults within 30min or less and conduct First Call Resolution or assign to the next resolver team with analysis of your findings.
\n\tAssigning tickets in the correct method to 3rdline Assurance where applicable or to the Field Operations Team for field technician dispatching.
\n\tProviding a reason for outage (RFO) to the customer for all tickets.
\n\tMonitor task execution and ensure results are recorded and feedback provided.
\n\tLiaise with and assist relevant SOC support teams with planning, provisioning and testing activities, problem resolution and root cause analysis.
\n\tUnderstand the various VBTS technologies used in our environment and be able to identify and remotely troubleshoot incidents or escalate them to the relevant resolver team.
\n\tTake responsibility for: time management; reporting and monitoring; risk management; issue management and change management.
\n\tSupport other team members and associated IT and business resources appropriately and when required.
\n\tContinuously upgrade your skills by learning new technologies and techniques relevant to the role.
\n\tEscalate repeat failures to Problem Management specifically those that have continuously recurred within 3 months prior to any current tickets.
\n\tPromote and advocate best practices within the team and throughout the business.
\n\tManage Escalations and urgent tickets directed by the Scrum Master and Squad leader\/Shift Squad\/Tribe Leader timeously.
\n\tIdentify and define new process improvement opportunities.
\n\tProviding objective feedback to support teams and line management.
\n\tDocument analysis and communicating findings to technical and non-technical colleagues
\n\tLiaising with other support teams.
\n\tEnsure accurate completion of customer tickets and follow-up to ensure queries are resolved timeously and as per service level agreement.
\n\tProvide effective, efficient and professional service to all our customers (internal and external), both telephonically and through written correspondence.
\n\tEnsure customer service level agreements are met and exceeded.
\n\tConsistent achievement of agreed productivity as per performance contract.
\n\tDisplay a customer centric attitude.<\/p>\n
QUALIFICATIONS & EXPERIENCE<\/p>\n
\tMatric minimum requirement
\n\tNational Diploma\/Degree in a scientific\/information technology discipline (beneficial)
\n\tCCNA certification
\n\tCCNP will be of benefit
\n\tITIL Foundations (beneficial)
\n\tSD-WAN experience.
\n\tPerform quality assurance to ensure set of standards are maintained.
\n\tUnderstanding of MW\/Fibre optimal operations.
\n\tService Migration.
\n\tAt least three years customer service experience in a technical role (essential) and Broadband technologies.
\n\tPractical and systematic approach to work.
\n\tTelecommunications industry experience
\n\tExperience working with OSS\/BSS software as end user or from working in the telecommunications sector.
\n\tCommunication skills in dealing with customers (beneficial)
\n\tExtreme Ownership on Service Cases logged and customer feedback
\n\tAt least 3 years 2nd Line Support experience<\/p>\n
Apply via company website ( N \/ A ) or<\/p>\n
nexio.simplify.hr<\/p>\n
<\/p>\n","protected":false},"author":2,"featured_media":0,"template":"","meta":{"_promoted":"","_job_location":"","_application":"http:\/\/nexio.simplify.hr","_company_name":"Nexio","_company_website":"http:\/\/N%20\/%20A","_company_tagline":"At Nexio, we enable our clients to modernise their environments and adopt new technologies. We help them to solve their legacy problems and pave the way for their future digital success.","_company_twitter":"","_company_video":"","_filled":0,"_featured":0,"_remote_position":0,"_job_salary":"","_job_salary_currency":"","_job_salary_unit":""},"job_listing_region":[11],"job-types":[12],"class_list":["post-22562","job_listing","type-job_listing","status-expired","hentry","job_listing_region-gauteng","job-type-full-time"],"jetpack_sharing_enabled":true,"_links":{"self":[{"href":"https:\/\/jobs.dataaxisnode.com\/southafrica\/wp-json\/wp\/v2\/job-listings\/22562","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/jobs.dataaxisnode.com\/southafrica\/wp-json\/wp\/v2\/job-listings"}],"about":[{"href":"https:\/\/jobs.dataaxisnode.com\/southafrica\/wp-json\/wp\/v2\/types\/job_listing"}],"author":[{"embeddable":true,"href":"https:\/\/jobs.dataaxisnode.com\/southafrica\/wp-json\/wp\/v2\/users\/2"}],"wp:attachment":[{"href":"https:\/\/jobs.dataaxisnode.com\/southafrica\/wp-json\/wp\/v2\/media?parent=22562"}],"wp:term":[{"taxonomy":"job_listing_region","embeddable":true,"href":"https:\/\/jobs.dataaxisnode.com\/southafrica\/wp-json\/wp\/v2\/job_listing_region?post=22562"},{"taxonomy":"job_listing_type","embeddable":true,"href":"https:\/\/jobs.dataaxisnode.com\/southafrica\/wp-json\/wp\/v2\/job-types?post=22562"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}