Current Opportunities at Nexio

ROLE PURPOSE

• Backup and Restore: Senior engineers are responsible for providing support to their customers within the region and outside of the base of operation.  This support can be remotely or require site visits. Support Engineers are required to have good troubleshooting and solution experience, from basic networking, Server operating systems, and hardware of the primary platform the customer provides.

ROLE REQUIREMENT

Additional Information:

This position is for a Commvault Professional and Veritas NetBackup and NetBackup Appliance Administrator for multiple backup environments across all Nexio customers, consisting of Solaris Media Servers, Windows Master servers, Oracle tape libraries, and/or any other OEM infrastructure related to Backup and Recovery System (BRS). This person is responsible for 1st, 2nd and 3rd level support across multiple Nexio Backup and Recovery customers and the provisioning, maintenance, and management of storage infrastructure solutions, including data storage, backup, recovery and archiving.

• Support and maintain the existing Backup Recovery System (BRS) customer base Monitor / resolve first line, second line and third line service requests.
• Support customers and assist with maintaining backup policies and standards.
• Troubleshoot performance problems and propose solutions.
• Maintain all equipment for backup environment to include servers, disk, and tape storage devices and appliances.
• Create and maintain customer As-Built documentation post deployment.
• Create and maintain customer As-Built documentation at existing customers.
• Follow and maintain in-house documentation for repeatable processes.
• Follow ITIL (Information Technology Infrastructure Library) practices for Change Management
• Assist and actively take part in project planning workshops for new deployments.
• Collaboratively develop and articulate an end-to-end solution deployment, inclusive of consulting, support and educating the customer where required.
• Ensure all OEM certificates remain current and up to date for new releases.

TECHNICAL / PROFESSIONAL COMPETENCIES

• Interact with the existing backup team to manage, maintain, deploy, troubleshoot, and support customer’s backups.
• Implementation and support of new BRS deployments, BRS migration plans and deployments, NetBackup, Commvault and Veeam configurations, backups and restores.
• Ensure execution and successful deployment of all related NetBackup, Commvault and Veeam software and firmware updates, backup policies, and provide input for developing local operating procedures and policies as needed or requested.
• Ensure successful implementation and/or migration of customer BRS across all required regions, including countries outside of South Africa.
• Responsible for gathering requirements, installation, configuration, and testing of backups in a high availability enterprise system.
• Responsible for successful deployment of all BRS solutions
• Perform routine disaster recovery scenarios.
• Must have good knowledge in troubleshooting backup failures on Windows, Linux, and Solaris machines.
• Must have good knowledge of Policy, workflow, group, and clients for Configuring the backup.
• Should have knowledge in handling the reports in Veritas NetBackup, Commvault and Veeam
• Produce regular reports for management, to assist in cost recovery, capacity planning, analysis, and consolidation.
• Performs defined backup and recovery baseline testing, participates in audits.
• Capacity reporting and governance.

QUALIFICATIONS & EXPERIENCE

• Grade 12 with Mathematics & Science
• Bachelor's degree in computer science, information systems or a related study
• Minimum 8+ Years’ Experience in Backup and Restore
• Commvault Professional Certification Required
• Veritas NetBackup and NetBackup Appliance Certification Required.
• Veeam Experience and Certification is beneficial.
• Good network knowledge and experience (essential)
• Solid knowledge and working experience with Linux (essential)
• VMware experience (advantageous)

LEADERSHIP COMPETENCY REQUIREMENTS

• Exceptional team engagement skills.
• Excellent verbal and written communication.
• Extensive industry knowledge with an eye towards the future.
• Diplomacy And Patience
• People Skills
• Strategic Thinking
• Listening
• The Ability to Set and Execute the Vision of the Company

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• The Billing Role is a key business delivery function as it is responsible for the billing processing, maintenance and integrity of the billing information on the system, as well as generation of accurate and timeous billing invoices, service request processing and complex customer management. Occasional customer on-site visit’s will also be a requirement from time to time.

ROLE REQUIREMENT

• Billing Activations and Billing Processing
• Partial Billing
• Monthly Usage Billing
• Annual, Bi-Annual and Quarterly Pricing adjustments
• Manual and Ad-Hoc Billing
• Updating Invoice Details and PO numbers on Billing System
• Premature and Late Activations (Bill-shock)
• Discounts and Rebates
• Transfers
• Cancellations and Balance of Contract BOC
• Accompany Sales Team to Customer Meetings
• Product Development
• Systems and Process Enhancement
• Process Billing Service Requests within OLA and SLA agreed turnaround time.
• Provide Billing Recon’s; resolve billing disputes and customer billing queries.
• Validate and resolve COPS credits (corporate operations support)
• Monthly credit provisioning

TECHNICAL / PROFESSIONAL COMPETENCIES

• Billing Experience in Telecom’s CRM Systems
• Comprehensive experience in Excel and other related Microsoft Office product Suite
• Comprehensive Fixed and mobile Billing experience related to reconciliations; account queries / COPS credits; and customer management.
• Experience in dealing with high volume high priority Customer accounts.
• Siebel, Infoweb, Morpheus & Eppix experience essential

QUALIFICATIONS & EXPERIENCE

• Grade 12 (Matric) essential
• Certification in Financial Management or accounting will be advantageous
• At least 1 years’ experience in billing or clerical roles
• At least 1 years’ experience in core billing environment or Vodacom Activation Activities (PMO)
• Experience of working with Siebel advantageous
• Experience in telecommunications highly advantageous

LEADERSHIP COMPETENCY REQUIREMENTS

• Apply Analytical Thought Processes
• Equip the team by way of knowledge sharing
• Encourage collaboration
• Big Picture Solution Realisation
• Holistic Organisational Understanding

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• The role will be reporting directly to the Order Management Team Lead with a dotted line to the Quality Team Lead. The main function of this role is to process fixed complex products cancellations Service Requests and Delete Orders service requests and capture Vodacom Business Cancellations Orders for Vodacom Complex Products and Solutions.

ROLE REQUIREMENT

KEY ROLE AND RESPONSIBILITIES'.

• Manage the Cancellation process with correct approvals to close order
• Drive the Organisational activities to ensure & maintain quick turnaround times within function responsibilities
• Ensure adherence to business rules in terms of notice periods
• Ensure applicable penalties (BOC) apply if termination is within the contract period
• Correct and timeous cancellation of solutions to avoid credit notes
• Perform analytical checks to determine the validity of a credit note request
• Co-ordinate cross-functional processes to ensure all functions integrate and contribute to customer satisfaction.
• Maintain high level of quality and adherence of OLA (Operational Level Agreement)

TECHNICAL / PROFESSIONAL COMPETENCIES

• Experience in Telecom’s CRM Systems.
• Comprehensive experience in Excel and other related Microsoft Office product Suite.
• Experience in dealing with high volume high priority Customer accounts.
• Understanding of technical concepts and the ability to communicate it as viable appealing market offerings.
• Experience in solution sales and relationship management with a track record of solution selling.
• Flexibility and problem handling and solving ability.
• Ability to work and manage in an ambiguous and changing environment.

QUALIFICATIONS & EXPERIENCE

• Grade 12 (Matric) essential
• At least 3 years' experience in Telco Cancellations will be advantageous.
• Experience of working with Siebel advantageous.
• Experience in telecommunications highly advantageous.

LEADERSHIP COMPETENCY REQUIREMENTS

• Apply Analytical Thought Processes.
• Equip the team by way of knowledge sharing.
• Encourage collaboration.
• Big Picture Solution Realisation.
• Holistic Organizational Understanding.

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Role Purpose

• The role of the Technical Officer (TO) in the Vodacom Business Technical Service Desk and Assurance Team is to provide technical support and incident management to Vodacom Business customers within the product and solution space of converged network service offerings.
• This requires taking full control and ownership of all service incidents and requests assigned to the Technical Officers appointed in this role. 
• Managing all technical support activities, including customer engagement via telephone and email, in a professional manner and according to KPI requirements throughout the service request lifecycle.

Key Accountabilities  

The key accountabilities are (not limited to):

To provide Technical Service Desk and Assurance support for enterprise customers within the products, services and solutions offering to Vodacom Business customers. These are, but not limited to:

• Wide Area Network access services (MPLS/VPN / SD-WAN / Business Connect)
  • Fibre
  • Microwave
  • VSAT
  • Wireless GSM – LTE and 3G
  • Diginet and ADSL as end of life solutions
• VoIP
• Internet access
• Hosting
• Security and;
• Electronic Commerce
• Inclusive of any emerging technologies such as SD-WAN, Business Internet, Business Connect
• Understand and utilise monitoring and other management toolsets, in order to investigate and resolve service requests:
  • Siebel
  • Netcool
  • Infovista
  • MSPI
  • Cisco QPS
  • Palladion
  • Voogle
  • Axess
  • Uniweb
  • And other applicable systems
• Perform Technical Service Desk and Assurance diagnosis and troubleshooting using existing standard operating procedures and available tools.
• Report and manage access link issues to internal and external suppliers.  
• Manage all incidents and customer queries on Siebel and other relevant systems
• Timeous, accurate and high-quality recording of symptoms, progress updates and status changes throughout the lifecycle of an incident.
• Target a resolution ratio of 70-80% of all incidents logged at the Technical Service Desk, using Standard Operating Procedures (SOP) and information sources for assistance.
• Manage the average Mean Time to Restore (MTTR) on a month-to-month basis according to Service Level Agreement (SLA) requirements.
• Ensure incident resolution within SLA, by escalating to the Technical Assurance support team or any other specialist departments internally.
• Professional and Quality engagement with all external parties, partners and companies.
• Ensure timely and correct escalation of incidents when necessary.
• Utilise escalations management procedures as defined by Standard Operating Procedures (SOP)
• Participate on special projects as assigned.

Overall Performance Indicators –

• Primary interface and Single Point of Contact (SPOC) for enterprise customers within the services and solutions stack of Vodacom Business.
• Coordinate, manage and communication of calls logged to the Technical Service Desk and Assurance Team and assigned to the Technical Officer.
• Manage the customer expectation of exquisite services, quality feedback and control, performed within a professional structured approach.
• Manage day-to-day service delivery within SLA expectation.
• Fully documented, and quality-controlled incidents and other service requests.
• Increase Customer Service Index (CSI) survey score with a target of 55 in the 2019/2020 financial year
• Managing Mean Time to Restore / Resolve (MTTR) within SLA parameters.

Job knowledge 

• Information Communication and Telecommunication (ICT) industry
• Understanding of mobile (GSM) and enterprise (IP) technologies
• Incident management and troubleshooting (Analysis and diagnosis of incidents)
• CRM / Incident and Service Management systems such as Siebel and other similar tools (Remedy, HP SD, Service-Now)

Knowledge of:

• Access services
• Broadband services (Business Internet)
• VoIP
• E-commerce,
• MPLS networking
• Cisco products
• SD WAN technologies
• Network diagnostic tools and methods

Job Related Skills 

• Possess strong customer service and customer centric focus
• Quality execution of work
• Microsoft Office applications
• Business Operation System (BSS) and Operational Support Systems (OSS) applications
• Strong problem-solving skills and inherent decision-making ability
• Excellent telephonic, verbal and written communication
• ITIL, eTOM or TOGAF
• Able to take initiative and be assertive to resolve / complete incidents and requests
• Ability to organize work in an efficient manner, work with multiple calls concurrently, and prioritise calls.
• Work well under pressure and handle stress and stressful situations properly
• Work with minimal direct supervision.

Job Experience & Education

• Matric certification (essential)
• CCNA / CCNP or any related certification associated with (essential or evidence working towards)
• 3 Year Degree / equivalent Diploma in engineering / Information Technology / computer science (desirable)
• ITIL Certification(s) (desirable)
• 2 - 3 years on an ICT Service Desk of which 6 months must be in a complex IP routing environment
• At least 6 months of technical support of ICT services

Other

• Must be prepared to work shift rotation
• 24 X 7 X 365;
•  Alternatively
  • Business hours or;
  • Extended Business hours

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ROLE PURPOSE

• This person is responsible for the 1st line support and troubleshooting all calls logged for VOIP support through the Vodacom Customer operations services Centre (CSOC). The individual will be responsible for all calls logged with them and will be required to drive all calls to closure. The individual will send regular updates to the client and update the ticket, if required they have to logged calls with field engineers for further onsite troubleshooting until the issue is resolved, the individual must have a good understanding of VOIP and Collaboration. The individual must possess intermediate troubleshooting skills on VOIP cisco Call manager.

ROLE REQUIREMENT

• First line troubleshooting of Cisco Hosted PABX end devices
• Troubleshooting IP phone issues
• Sending regular updates on open tickets
• Logging tickets with field services for onsite support
• Configuring IP phones on hosted platform
• Ensuring routing is in place for hosted customers
• Ensuring the Customer numbers are enabled on BroadSoft
• In-depth understanding of BroadSoft
• Updating and closing calls with SLA.
• SIP trace analysis
• Broad understanding of VOIP including all VOIP protocols

Additional Information:

• Individuals at this level have fully developed knowledge of the business, marketplace and clients. Is recognized as an expert in own area within the organization
• Interprets internal or external business issues and recommends best practices. Provides technical guidance to more junior levels of staff
• Able to build strong interpersonal relationships with peers, brand leaders, and other senior management throughout the company
• Able to be a “big picture” thinker
• Excellent leadership, team building, and management skills
• Encouraging to team and staff; able to mentor and lead
• Excellent verbal and written communication skills
• Able to align multiple strategies and ideas
• Confident in producing and presenting work
• In-depth understanding of the industry

JOB SPECIFIC REQUIREMENTS

• Strong telephony device experience
• Good technical knowledge of LAN and WAN infrastructure
• Excellent in-depth network knowledge

QUALIFICATIONS & EXPERIENCE

• Preferably CCNA or CCNP routing and switching or Voice.
• 2 years’ experience required
• Solid reference’s

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ROLE PURPOSE

• Cloud Services intermediate engineers are responsible for providing support to their customers within the region and outside of the base of operation.  This support can be remotely or require site visits. Cloud Services support Engineers are required to have good troubleshooting and solution experience, from basic networking, and cloud platform systems.

ROLE REQUIREMENT

Additional Information:

• Working within an Agile team and highly dynamic environment under the direction of the Practice Manager, to implement solutions according to Microsoft best practices.

Be a partner, subject-matter expert and trusted advisor to clients, advising on best-fit technologies and best practice. Maintain and create effective customer relationships to ensure customer satisfaction.  The highly motivated individual will maintain knowledge of leading-edge technologies/market domain knowledge.

• Support and maintain the existing cloud customer base.
• Monitor / resolve first line, second line and third line service requests.
• Design, plan and implement Microsoft Azure solutions, specifically Infrastructure as a Service projects
• Lead and deliver projects that encompass systems architecture, proof-of-concept, and deployment services
• Have a passion for learning and staying updated on emerging trends and technologies
• Able to speak to networking and infrastructure topics with clients to understand and recommend Microsoft Azure solutions
• Assist account managers with scoping solutions and drawing up of quotes.
• Request pricing from suppliers or assist account managers with sourcing the correct pricing
• Troubleshoot performance problems and propose solutions
• Create and maintain customer As-Built documentation post deployment
• Create and maintain customer As-Built documentation at existing customers
• Follow and maintain in-house documentation for repeatable processes
• Follow ITIL (Information Technology Infrastructure Library) practices for Change Management
• Assist and actively take part in project planning workshops for new deployments.
• Collaboratively develop and articulate an end-to-end solution deployment, inclusive of consulting, support and educating the customer where required.
• Ensure all OEM certificates remain current and up to date for new releases.

TECHNICAL / PROFESSIONAL COMPETENCIES

• Interact with the existing Cloud team to manage, maintain, deploy, troubleshoot, and support customer’s cloud solution.
• Implementation and support of new Cloud deployments, Cloud migration plans and deployments, Cloud configurations, backups and restores.
• Responsible for gathering requirements, installation, configuration, and testing of cloud deployments.
• Perform routine Cloud disaster recovery scenarios
• Produce regular reports for management, to assist in cost recovery, capacity planning, analysis, and consolidation
• Ability to manage multiple projects at once
• Experience in the design, planning and implementation of Active Directory, ADFS, and Azure AD
• Has demonstrated experience configuring Microsoft Azure workloads
• Experience with moving on-premise servers to Microsoft Azure
• Has demonstrated experience setting up hybrid environments

QUALIFICATIONS & EXPERIENCE

• Minimum Grade 12 with Maths & Science, but preferably Bachelor's degree in computer science, information systems or a related study a bonus.
• 3 - 5 years of experience in a Systems Integrator or within a large organization implementing complex IT solutions Commvault Professional Certification Required.

At least one of below certifications is required:

• Microsoft Certified: Azure Administrator Associate
• Microsoft Certified: Azure Solutions Architect Expert   

Any of the following Certifications would be   beneficial:

• Microsoft 365 Certified: Messaging Administrator Associate
• Microsoft 365 Certified: Enterprise Administrator Expert
• Microsoft 365 Certified: Modern Desktop Administrator Associate
• Good network knowledge and experience (essential)
• Solid knowledge and working experience with Linux (advantageous)
• VMware experience (advantageous)

LEADERSHIP COMPETENCY REQUIREMENTS

• Exceptional team engagement skills.
• Excellent verbal and written communication.
• Extensive industry knowledge with an eye towards the future.
• Diplomacy And Patience
• People Skills
• Strategic Thinking
• Listening
• The Ability to Set And Execute the Vision of the Company

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ROLE PURPOSE

• This person is responsible for the 1st and 2nd line support and installation of Network switches, Routers, Hosted IP Telephony systems and other CPE equipment at the customer site. The person will install, configure, support Cisco and Huawei Customer equipment and Ascidian NID devices, The job also requires that we rack and stack in the VB pops.

ROLE REQUIREMENT

• Provide solution and product specific consultation and support
• Configuration and setup of Networking devices to be deployed on the Vodacom Network 
• Direct impact on Support and contract deliverables

Assume responsibility for the following:

• Ensure devices are configured correctly for deployment
• Ensure devices are ready for shipment in time for scheduled deployment
• Manage regional support stock levels
• Attend and advise solution scoping meetings
• Design and deploy cisco switch configurations

Additional Information:

• Individuals at this level have fully developed knowledge of the business, marketplace and clients. Is recognized as an expert in own area within the organization.
• Interprets internal or external business issues and recommends best practices. Provides technical guidance to more junior levels of staff
• Able to build strong interpersonal relationships with peers, brand leaders, and other senior management throughout the company
• Able to be a “big picture” thinker
• Excellent leadership, team building, and management skills
• Encouraging to team and staff; able to mentor and lead
• Excellent verbal and written communication skills
• Able to align multiple strategies and ideas
• Confident in producing and presenting work
• In-depth understanding of the industry

TECHNICAL / PROFESSIONAL COMPETENCIES

• Strong telephony device experience
• Good technical knowledge of LAN and WAN infrastructure
• Excellent in-depth network knowledge
• Understanding of Sdwan solutions
• Good understanding of Wireless solutions

QUALIFICATIONS & EXPERIENCE

• N+
• CCNA or equivalent
• HCNA
• CCNP preferably

LEADERSHIP COMPETENCY REQUIREMENTS

• Exceptional team management skills.
• Excellent verbal and written communication.
• Ability to delegate efficiently.
• Extensive industry knowledge with an eye towards the future.
• Diplomacy And Patience
• People Skills
• Strategic Thinking
• Listening
• The Ability To Set And Execute the Vision of the Company

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Role responsibilities and key focus areas:

• To undertake all Broadband Support related activities in support of the Broadband Products.
• To undertake quality assurance (QA) and control checks during support activities to ensure broadband set-up, delivering a solution fit for purpose, consistent, and compliant with the business standards and guidelines.
• Ensure customer solution modifications are fully regression tested and delivered within committed time to customer or within SLA.
• To attend meetings with customer and business when required.
• Monitor task execution and ensure results are recorded and feedback provided.
• Prepare and maintain relevant documentation, including activity schedules, step by step procedure guide, narrative and written reports, and visual progress charts.
• Liaise with and assist relevant broadband support teams with planning, provisioning and testing activities, problem resolution and root cause analysis.
• Take responsibility for: time management; reporting and monitoring; risk management; issue management; QA and change management.
• Support other team members and associated IT and business resources as appropriate and when required.
• Continually update skills by learning new technologies and techniques relevant to the role.
• Participate in continuous improvement.
• Promote and advocate best practices within the team and throughout the business
• Analyze daily broadband service request reports and ensure appropriate action is implemented to manage SR resolution according to SLA s
• Manage Escalation and Urgent service requests and directed by the Technical Leads within the specified time
• Identify and define new process improvement opportunities
• Managing service requests (SR) from SRM to closure as per prescribed method
• Troubleshooting and Accurately troubleshooting faults
• Assigning SR’s in correct method to 3rdline support
• Feeding back to customer within committed timeline
• Resolving SR within committed timeline
• Feeding back root cause to all stakeholders that are interested in RCA
• Writing root cause analyses reports
• Demand and resource planning
• Reviewing documentation
• Quality assurance
• Providing objective feedback to support teams and line management
• Problem solving
• Working on multiple projects at one time
• Document analysis and communicating findings to technical and non-technical colleagues
• Liaising with other support teams
• Manage SR escalations and urgent requests
• Analyze and understand daily Broadband service request reports for appropriate action
• Ensure accurate completion of customer service requests and follow-up to ensure queries are resolved timeously, as per service level agreement
• Provide effective, efficient and professional service to all our customers (internal and external), both telephonically and through written correspondence
• Ensure customer service level agreements are met and exceeded
• Consistent achievement of agreed productivity as per performance contract
• Display a customer centric attitude

Technical Skills and experience:

• Matric minimum requirement
• National Diploma/Degree in a scientific/information technology discipline (beneficial)
• CCNP certification
• ITIL Foundations (beneficial)
• At least three years customer service experience in a technical role (essential) and Broadband technologies
• At least 3 years 2nd Line Support experience
• SD-WAN experience (beneficial) 
• Practical and systematic approach to work beneficial
• Telecommunications industry experience
• Experience working with OSS/BSS software as end user or from working in the telecommunications sector.
• MUST be willing to work 24/7 rotational shifts

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ROLE RESPONSIBILITIES

• To ensure a safe workplace environment without risk to health. Ensure that all Health & Safety policies, procedures, rules and regulations are adhered to and are regularly reviewed, updated and communicated. Co-ordinate the development of health & safety policies, systems of work and procedures.
• Responsible for compiling, maintaining, and closing all project HSE files, Client Gate 2 files and managing health and safety workplace legal requirements including legal appointments.

ROLE REQUIREMENT

• Health and safety system implementation.
• Positive impact in facilitating on project and workplace compliance
• Minimum leadership requirements

Assume responsibility for the following:

• Responsible for compiling health and safety files in accordance with client specifications
• Travel to client sites for health and safety audits.
• Maintain project health and safety files and update whenever required
• Maintain our clients Gate 1 and 2 files
• Ensure workplace appointments are done
• Consolidate and report workplace inspections
• Assist in ISO Management System implementation and maintenance
• Conduct health and safety trainings
• Conduct induction
• Maintain the departmental training Matrix
• Record and follow up on audit and inspection findings.
• Assist with Facility Management duties

TECHNICAL / PROFESSIONAL COMPETENCIES

• SACPCMP CHSO Registered

QUALIFICATIONS & EXPERIENCE

• Diploma in Occupational Health and Safety (preferable NEBOSH IDIP)
• ISO 45001, 14001 and 9001 Implementation
• SETA Registered Facilitator/Assessor
• Incident Investigator
• Risk Assessor
• Fall Protection Plan Developer
• Experience in compiling health and safety files (Gate 1 and Gate 2 files)
• Experience in navigating health and safety online platforms (Safety360)
• Facility Management

COMPETENCY REQUIREMENTS

• Ability to take ownership
• Excellent communication, interpersonal, Verbal & Written
• Ability to work in a changing environment
• Problem Solving & Analysis
• Analytical Thinking
• People Skills

Additional Requirements

• Own reliable transport

Closing Date 26 June 2023

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ROLE PURPOSE

• Responsible for the 2nd line Linux system administration support at customer site.
• Administer the Linux environment, deliver new infrastructure in support of initiatives, projects, monitoring and optimization of implemented systems.
• To provide technical support services such as daily administration tasks, planning, installation, modification and maintenance to the client in alignment with Nexio’s standards.
• Operates closely with customer to determine requirements and resolve problems.

ROLE REQUIREMENT

• Proactively provide technical guidance and mentoring to junior staff.
• Contribute to continuous improvement and the adoption of best practices.
• Assist team members with OS Security Hardening.
• Resolve Service Affecting Incidents & RCA’s to completion.
• Monitoring and improving the efficiency of support services

TECHNICAL COMPENTENCIES REQUIRED

• Experience as an Intermediate Linux Engineer. (Essential)
• ITIL Foundation Level. (Advantageous)
• High level of IT knowledge and experience. (Essential)
• Comprehensive experience in Excel and other related Microsoft Office products.
• Comprehensive experience in an incident/problem/change environment. (Essential)

QUALIFICATIONS & EXPERIENCE

• Grade 12 with Mathematics & Science (Preferred)
• Tertiary Education in the ICT industry (Preferred)
• Tertiary qualification in IT technical field (Essential)
• ITIL Foundation certified (Advantageous)
• RHCSA / RHCE or similar qualification in Unix/Linux environment (Preferred)
• Bachelor's degree in computer science, information systems or a related study.( Advantageous)
• Candidate should have a minimum of 5 years of experience in ICT, with at least 3 years in Linux
• System administration (Required). Experience in administering enterprise-scale Unix/Linux environments.
• Candidate should have in depth experience in hardware, system software, storage and networking.
• Advanced shell scripting experience (Advantageous)
• Red Hat Satellite exposure (Advantageous)
• Vulnerability and Patch Management (Essential)
• Automation experience (Advantageous)
• AWS Cloud experience (Advantageous)
• Backup and recovery experience (Required)
• Working knowledge of BMC Remedy (Advantageous)

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The Operations Manager is responsible for the following:

• Ensuring that the team is managing and coordinating all client incidents, events, tasks and work orders for division, ownership.
• Implementing conformance plans and conducting weekly operations meetings with all necessary stakeholders and engagement points.
• Implement service level areas and agree on internal operational level indicators.
• Ensuring Timeous handover of tasks to the resolving parties including 3rd party coordination.
• Scheduling of all staff working within the service and support management environment.
• Drive continuous operations changes to adapt to NOC environment, ADDRESS non-conformance of NOC processes
• Complete all daily, weekly, and monthly dashboard reporting
• Continually improve ITIL processes (i.e., Change, Incident, and Problem) and policies in support of organizational goals
• Formulate and implement departmental and organizational policies and procedures to maximize output
• Monitor, manage and improve the efficiency of fault management services
• Management Reporting and Presentations
• Facilitate coordination and communication between support functions
• Ensure adherence to established rules, regulations, and procedures
• Ensure monthly operational milestones are communicated to all stakeholders
• Implement SOP’s       
• Taking the lead in staff performance

KEY INDICATORS

The Operations Leader must review the following:

• Control all master Incidents and ensure correlation
• Track Incidents logged *ownership
• Task allocation
• Manage problems or Escalations of service
• Manage changes to environment that could hinder service

Qualifications & Education Requirements

• Bachelor’s degree in information technology, business management, or telecommunications related qualification.
• ITIL v2 and v3 at Foundation Level

Experience Required

• 5/6 years of experience in an incident/event management environment (Essential)
• 4/5 years of experience in reporting of monitored services (Essential)
• Expert understanding with ARS fault management system (Essential)
• Experience in SLA management (Advantageous)
• High level of IT knowledge and experience (Advantageous)
• Cellular infrastructure knowledge (Advantageous)

Knowledge and Skills Required

• Ability to think and interact logically
• A natural curiosity
• The ability to work in a team and to be proactive around self-learning
• The ability to work under pressure and to tight deadlines
• Willingness to assist with additional tasks given to the team
• Interpersonal skills
• Good judgment skills
• Good communication skills
• Behavioural traits such as attitude, motivation, and time management
• Be prepared to coordinate operational rosters, standby and overtime.

Special Requirements

• Most important, be prepared to perform, standby and overtime
• Must be prepared to work outside of “working hours”.
• Must be able to report to different reporting lines simultaneously.

Closing Date 23 June 2023

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ROLE REQUIREMENT

• To increase security threat detection capability and defence effectiveness in the Security Assessment Team, and SOC Team in their engagements with customers.
• Provides support for Nexio Offensive Security capabilities for the Security Assessment Team, and SOC Team for customers’ engagements.
• Direct impact on business resilience and functionality against cyber security threats facing customers.
• As an advanced threat hunter,  the Principal Offensive Security Specialist continuously detects, analyzes and combats advanced threats. The job role includes detecting vulnerabilities and mitigating the associated cybersecurity risk before it affects customers.
• Provides threat hunting technical and thought leadership to customers executive stakeholders, SOC teams, and blue/red teams.
• Provides coaching and mentoring to relevant cyber security team members.
• Adjusts management style to get the best from the individuals within the team.
• Delegates work to team members taking into account their capacity, level of skill and exposure to different types of work and complexity; provides clear instructions and direction, with reasonable deadlines.
• Responsible for day to day threat hunting and cyber intelligence monitoring and threat analysis in the Nexio SOCs.
• Manage threat hunting and security monitoring staff and activities.
• Proactively finds vulnerabilities in the customers’ estate. He/She has an overview of the endpoints on the system such as all the IoT devices, phones, IP addresses and desktops, and they help IT teams use the right tools to detect and mitigate threats.
• Understands what normal behaviour and patterns look like on the customers’ network.
• Formulates and develops logical theories on how threat actos could access a network or exploit a system to gain access to specific critical information.
• Oversees breach and attack simulations.
• Responsible for proactively discovering new attacks, or attacks currently underway, and then working with other expert cyber security resolver teams to contain and remediate the impact as quickly as possible.
• Uses advanced security monitoring techniques and advanced cyber systems/tools.
• Should a breach occur, he/she helps minimize damage, recover compromised data and preserve evidence for legal action.
• Lead Purple Teaming, hence perform threat hunting with customers to proactively reduce attack surface.
• Success will rely on the rapid development and deployment of new ‘data hunting’ use cases and the use of big data analytics.
• Responsible for proactively discovering new attacks, or attacks currently underway through the use of advanced security monitoring techniques and advanced cyber systems/tools.
• Complex Active Monitoring & Triage – observation, triage, correlation analysis/investigation and closure of real time of information complex security events including false positive identification.
• Data Hunting Technology Management – advanced configuration and development of high end data hunting technologies.
• Participates in the response, triage and escalation of security events affecting the customers’ information assets and activities with the Incident Response team.
• Provides input into fine tuning of operational runbooks to improve the efficiency of cyber security team’s detection and response capabilities.
• Co-ordinates with stakeholders, build and maintain positive working relationships between various service towers of the business and customers.
• Provide threat hunting technical leadership and support during high severity security incidents and investigations.
• Optimizes the processes to respond to and investigate detected attacks.
• Provide subject matter expertise and counsel to management regarding advanced persistent threats, threat actors, and tools, techniques rand procedures based on the Mitre ATT&CK Framework.

Additional Information:

• Individuals at this level have fully developed knowledge of the threat landscape and TTPs. Is recognized as an expert in threat intelligence and threat hunting with special focus and emphasis on SOC, or Advanced Cyber Defence Centre operations.
• Interprets internal or external business issues and recommends best practices. Provides technical guidance to SOC Teams and Pen Testing, and Security Assessment Teams.
• Able to build strong interpersonal relationships with key customer stakeholders.
• Excellent verbal and written communication skills.
• Able to align multiple strategies and ideas.
• Confident in producing and presenting work.
• In-depth understanding of cyber incident response and digital forensics.
• Working technical knowledge of SOC tools and SIEM technologies e.g., Azure Sentinel, QRadar, ArcSight.
• Advanced technical knowledge in working with threat intelligence feeds for monitoring and analysing indicators or compromise e.g., Bromium, OTX, Talos, Digital Shadows, RiskIQ, etc.
• Advanced penetration testing, and red teaming experience across sectors and certification.

QUALIFICATIONS &B EXPERIENCE

• Grade 12
• BSc/ B Tech /Comps / BEng or equivalent IT Security Diploma
• Additionally, one more certifications in the following  information security and domains.
• CISSP
• GCIH
• GSEC
• OSCP
• OSCE
• At least 10 years Penetration Testing and Red Teaming experience in an established Security Assessment Team, and Security Operations across sectors.

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ROLE PURPOSE

• As part of the Customer-facing Nexio Cyber Security team, the Security Specialist will be responsible for the Security Operations as per the agreed Statement of Work for Managed Security Services with Customers.

ROLE REQUIREMENT

• Adheres to the standard operating procedure and playbooks in the Nexio Security Operations Team. The Security Specialist uses his/her technology expertise and training to ensure that the organization’s cyber essentals and security platforms’ housekeeping are in place covering specifically endpoint secruity (using the likes of Trend, or Symantec or Microsoft) and patching (using SCCM, or similar).
• Impacts on Customer satisfaction and confidence in the Nexio Security Operations and service level performance. Impacts on the profitability of the Security Service.

The job roles and responsibilities are as follows:

• Endpoint Protection and Patching includes delivering on these Services based on an agreed SLA: Platform Operations, Platform Housekeeping, Policy & Configuration Administration, Platform Optimisation, Service Monitoring, Service Request Fulfillment, and Reporting
• Ensure that the Endpoint Protection and Patching environment services are running. Remediate or escalate any issues regarding availability of capabilities or services
• Deploying, configuring and Maintaining all aspects of SCCM
• Management of security in SCCM
• Effectively troubleshoot issues in the SCCM infrastructure and managed Desktops
• Daily and Weekly Health checks of the environment, highlighting any urgent action required
• Maintaining Standard Operating Procedures and Documentation
• Monitor configurations implemented remain per Design covering Access control, Endpoint Protection and Patching policies, rules and use cases, Alerts and alarms and Integrations
• Monitoring and managing harmful endpoint malware threats, and Endpoint Protection and Patching misconfigurations which could cause the degradation of business-critical services and affect large scale of users and impacts the customers’ reputation, financials and employee productivity
• Validate and update initial tickets on Security raised by the Customer in the relevant Service Desk
• Further troubleshooting on Security tickets raised
• Monitor incoming event queues for potential security incidents using defined operational procedures
• Perform a further investigation of potential incidents, and escalate or close events as applicable
• Validate investigation results, ensuring relevant details for further analysis

Qualifications & Experience

• 10 years’ experience in working with System Centre Configuration Manager (SCCM), and a further 2 years’ track record as a Security Specialist in an established Security Operations Team 
• Advanced experience with SCCM 2012 or newer versions 
• Matric Certificate 
• Bachelor’s degree in information technology, computer science, or related field 
• Working knowledge of SQL databases and experience generating SQL queries 
• Working knowledge of network protocols and standards 
• Scripting experience  
• Intune experience also advantageous 
• IT Infrastructure certification e.g. SCCM 2012+, Microsoft Defender for Endpoint and Operating System certification, Office Suite, Power BI

LEADERSHIP COMPETENCY REQUIREMENT

• Basic knowledge of networks technologies (protocols, design concepts, access control)
• Basic knowledge of security technologies (endpoint protection, SCCM)
• Basic IT infrastructure technical and problem-solving skills
• Good communication skills, both written and oral
• Team player
• Analytical skills
• Report writing skills
• Good verbal communication skills
• Good team management skills
• Good verbal and written communication
• Threat intelligence research skills

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ROLE PURPOSE

• The Account Manager facilitate growth in the contribution to Revenue and Gross Profit of Nexio by chiefly developing new business and then managing customer engagements at all levels within the customer business
• Collaboration with internal Nexio pre-sales-, product-, services- support staff with engaging, open communication and having a clear grasp of the solutions and services that Nexio offers and to craft solutions that will deliver value, required customer results and customer
• Servicing customers professionally and profitably and ensuring customer
• High-level engagement and consultation with customers, made possible through the development of a comprehensive understanding of their organisation which supports the continued provision of essential solutions and services in a timely, efficient and effective
• Capable and willing to prospect and handle multiple customer
• Deliver a customer experience that is without comparison in the marketplace
• Act as the customer lead to the extended solution and / or service delivery
• The above objectives and ability to manage stakeholders and outcomes will be essential to succeed.

ROLE REQUIREMENT

• Alignment with key strategic initiatives as determined by the Board from time to time.
• Keeping abreast of technological changes and how it influences the engagement with the various customer market verticals.
• Complete understanding of Nexio’s annual Revenue and Gross Profit budget deliverables and how each individual AM’s success is imperative to delivering on target and on budget.
• Taking the lead and driving successful customer engagements coupled with engagement from the various Nexio support teams and back-office processes.
• Deliver on targeted Revenue and Gross Profit values
• Develop on a continuous basis a pipeline of prospects that will feed into the overall pipeline value of the business and meticulously update and progress pipeline opportunities to purchase
• Thorough understanding of the market and market verticals and their associated technological and business
• Knowing, understanding, and mapping Nexio focused solutions to customer

Additional Information:

• Being a Nexio Account Manager is a high-profile professional person that is self-motivated and thrives on the challenges faced with customer engagement, self-improvement, fast paced and pressured A person with a will and a passion for success in a sales role.

TECHNICAL / PROFESSIONAL COMPETENCIES

• A successful Senior Account Manager is a self- motivated individual who can perform at optimal levels under
• Ideally must be an expert in an enterprise business or industry vertical.
• A good communicator and an original thinker that can offer ideas about generating new sales and effectively deal with people to maintain customer satisfaction.
• Ability to market and close the sale of solutions.
• Negotiation skills to secure accounts at a profit.
• Interpersonal skills to communicate with customers over the phone and in face-to-face meetings.
• Analytical skills to judge the current market and the competition to set accurate pricing.

QUALIFICATIONS & EXPERIENCE

• Matric
• Degree in Business Administration, Marketing, or similar field will be
• Experience in an industry sector or environment that has technological complexity and is customer care / customer experience Significant understandings of customer need satisfaction in a high-tech environment essential.
• Understanding of sales performance
• Knowledge of CRM software and MS
• Proven work experience as a Sales Account
• Hands on experience in sales and an ability to deliver excellent customer
• An ability to deliver projects and answer inquiries on time.

LEADERSHIP COMPETENCY REQUIREMENTS

• Exceptional team management
• Excellent verbal and written
• Ability to delegate
• Extensive industry knowledge with an eye towards the
• Diplomacy And Patience
• People Skills
• Strategic Thinking
• Excellent negotiation skills
• Listening
• The ability to set and execute the vision of the Company
• Business acumen with a problem-solving attitude

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• The successful candidate would manage and be accountable for the delivery, management and facilitation of the said project from implementation to implementation.

ROLE REQUIREMENT

• Primarily involved in the identify, analyze, design, and map the as-is and to-be business processes. 
• Senior Project Management.
• Direct impact on business performance
• Take initiative to constantly review/monitor all relevant and related Project Management Principles.

Assume responsibility for the following:

• The Eskom CAS In-Life Commercial manager will be responsible for performance of the contract after the awarding stage and includes monitoring, tracking, resolution of disputes and change management. 
• The manager will need to ensure that the conditions of the Eskom CAS contract are met.
• The manager will be responsible for the Eskom CAS contract administration and governance.
• The manager will be responsible for the effective execution of the contract, ensuring that services are correctly and adequately provided and will be responsible for relationship management between the contracting parties.
• The manager will need to monitor financial performance and work with the Sales, Suppliers and Subsidiaries to ensure the expected financial performance on the Eskom CAS contract is achieved.
• On a monthly basis, reconciling billing items with the pricing schedule that was contracted with the customer (post pricing negotiations etc).
• Look at all agreed milestones and monitor progress against this
• Working with Eskom to agree on what was been delivered and get sign-off on the payment certificate.
• The manager will need to work with Vodacom project managers and various leads from Eskom to validate and vet payment certificates.
• Checking that project is meeting agreed Schedules and budgets, raising the alarm where there are delays.
• Dealing with any unexpected costs.
• Attending site meetings to monitor progress, where necessary.
• Acting as the main point of contact for Eskom, site and project managers.
• Liaising with technical and financial staff, sub-contractors, legal teams etc, where required
• Overseeing transition between build phase and management phase of the contracts.
• Calculating and keeping track of any penalties, service credits etc that become payable to Eskom during the contract.
• Assist with all adhoc queries relating to the Eskom Coal Automation contract.
• Look at legal provisions regarding performance bonds etc and flag risks for potential payments by Vodacom to Eskom regarding delays etc.

Additional Information:

• Individuals at this level have fully developed knowledge of the business, marketplace, and clients. Is recognized as an expert in own area within the organization.
• Strong business and commercial acumen
• Strong negotiation skills and experience in the development of complex contractual documentation.
• Sound knowledge and understanding of the Telecommunications and IT industry and of Business and Operational processes
• Ability to interface with management teams and the customer
• Self-motivated and quality oriented
• Structured and well organized
• IACCM certified at ‘Expert’ level or equivalent will be positively evaluated.

TECHNICAL / PROFESSIONAL COMPETENCIES

• Strong negotiation skills and experience in the development of complex contractual documentation.
• Sound knowledge and understanding of the Telecommunications and IT industry and of Business and Operational processes
• Ability to interface with management teams and the customer
• Self-motivated and quality oriented
• Structured and well organized
• IACCM certified at ‘Expert’ level or equivalent will be positively evaluated.

QUALIFICATIONS & EXPERIENCE

• Project Management Certification such as CAPM / Scrum Master or other relevant Project Management experience.
• Experience with managing contracts from State Owned Entities.
• Minimum 5+ years of experience in the negotiation, management or delivery of commercial contracts.
• Graduate degree or National Diploma in any relevant discipline (law/business administration/finance/engineering etc.)
• Certification in Contract Management, from a globally recognized institution, within a period of twenty four months of joining; (IACCM – CCM certification)
• 3+ years’ experience in B2B / enterprise environment.
• IACCM certified at ‘Expert’ level or equivalent will be positively evaluated

LEADERSHIP COMPETENCIES REQUIRED

• Excellent verbal and written communication.
• Ability to delegate efficiently.
• Extensive industry knowledge with an eye on the future.
• Diplomacy And Patience
• People Skills

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ROLE RESPONSIBILITIES

• The key function of the role is to drive sales revenue and margin, and execution thereof in the defined vertical segment through putting in place a clear and consistent account management strategy, with a view to create a clear focus for the enterprise segment and ensure that the portfolio management exceeds guidelines for each account. Provide leadership, direction, and resource stewardship to the segment’s sales function. As a senior sales leader, the person works closely with the Chief Sales and Marketing Officer for overall segment sales organization performance, the profitable achievement of segment sales organization goals, and for aligning segment sales objectives with firm business strategy.To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

ROLE REQUIREMENTS

• Primarily involved in the development, evolution and approval of the long-term vision across a function.
• Sets functional strategy and significantly influences business unit strategy.
• Understanding of the targets set (Revenue and Gross Profit) for each Account as well as each individual direct report, is imperative to delivering the target.
• Taking the lead and driving successful customer engagements coupled with engagement from the various Nexio support teams and back-office processes.
• Provides leadership to account managers.
• Gives regular, comprehensive and constructive feedback to team and conducts their performance appraisals.
• Proactively seeks feedback from team members and deals constructively with any criticism.
• Adjusts management style to get the best from the individuals within the team.
• Delegates work to team members taking into account their capacity, level of skill and exposure to different types of work and complexity Provides clear instructions and direction, with reasonable deadlines.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Formulate and implement high level strategies to drive sales in the identified
• Define and execute operational strategy to acquire new customers within the identified
• Define and execute operational strategy to grow share of wallet within existing customers in the identified segment.
• Drive high performance sales culture within the identified segment using a strong sales management
• Provide mentorship and coaching to salespeople in the achievement of their sales objectives.
• Accurately forecast in the weekly cadence to achieve organisational sales and financial
• Track sales team metrics – pipeline accuracy, forecast accuracy and pipeline coverage, target achievement – and coach for
• Implement and execute on performance improvement plans for poor
• Drive strategic customer engagements at C-level within identified

TECHNICAL /PROFESSIONAL COMPETENCIES

• Solid track record of managing key strategic accounts in both public and private enterprises.
• Solid proven track record of achieving sales targets and sales
• Solid leadership skills.

QUALIFICATIONS AND EXPERIENCE

• Grade 12
• Minimum Degree qualification
• Post graduate qualification
• Solid understanding of the ICT Industry products and solutions including Cloud, Cyber-security and Digital
• For the Public Sector Segment, a solid understanding of PFMA and government buying cycles – ability to interact within all spheres of government at strategic
• Excellent verbal and written communication skills
• 10+ years of experience at management level

LEADERSHIP COMPETENCY REQUIREMENTS

• Exceptional team management skills
• Excellent verbal and written communication
• Ability to delegate efficiently.
• Extensive industry knowledge with an eye towards the future
• Diplomacy and patience
• People skills
• Strategic thinking
• Listening
• The ability to set and execute the vision of the company

Closing Date 19 June 2023

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ROLE PURPOSE

• The Service Desk Agent (is the first point of contact for Vodacom\Nexio users and customers in request of support via Telephone/email or Automation.
•  While providing the highest customer service, the engineer answers incoming calls, tracks all information on the Remedy system along with their expertise to resolve the customer's request in a timely fashion.
• The engineer provides desktop support, such as password or account related queries, Outlook, VPN, APN (3G), monitoring and tracking of all systems. The engineer will also play a key role in escalating unresolved customer problems, to a Level 3 engineer if it cannot be resolved.

ROLE REQUIREMENT

• The logging of all requests via telephone and email accurately into the Remedy System
• Manage end to end all calls logged and providing updates to keep customers
• Include all troubleshooting notes in logged request or incident.
• Provide first line support on all customer facing challenges and try and resolve on first call.
• Gathering information through analytical trouble shooting or problem research to route the customers query to the correct resolver team or apply an appropriate resolution.
• Identify trends by monitoring and analysing incoming calls, problems and support
• Use the required dashboards or views to track and escalate issues seamlessly
• Compile daily health checks within the environment to highlight any challenges or forthcoming attractions.
• Escalation and management of calls to agreed SLA’s
• Avoid requests from breaching target to meet client’s satisfaction.
• Manage all Pending UNA requests.

Additional Information:

• The ability to work in a team and to be proactive around self-learning
• The ability to work under pressure and to tight deadlines
• Willingness to assist with additional tasks given to the team
• Interpersonal skills
• Good judgment skills
• Good communication skills
• Behavioral traits such as attitude, motivation and time management
• Required to work shifts (24 x 7 x 365)
• Be prepared to perform standby duties and work irregular hours if required

TECHNICAL / PROFESSIONAL COMPETENCIES

• Resolve as much calls on first call resolution
• Perform daily health checks in the environment to assure all systems are fully
• Identify and learn appropriate software used and supported by the organisation.
• Escalate queries beyond the scope to L3 support

QUALIFICATIONS & EXPERIENCE

• Matric/Grade12
• Excellent language command: English/Afrikaans
• Good understanding of basic IT operations (essential)
• Experience in Remedy Service Desk (advantageous)
• A+ and N+ certified
• Excellent attendance and punctuality are required.

LEADERSHIP COMPETENCY REQUIREMENTS

• Listening Skills
• The Ability to set and execute the vision of the company
• People Skills
• Strategic Thinking
• Exceptional team management
• Excellent verbal and written communication.

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Role Purpose

• To provide high-level, high-quality assurance role to Vodacom Business cooperate clients, in the Customer Services Operations Centre (CSOC) Resolver Team 2.

Key Responsibilities

• To provide a high-level, high-quality service assurance role to Vodacom Business corporate clients, in the Customer Services Operations Centre [CSOC] RT2
• Support all technical aspects of a Converged Network infrastructure, MPLS, SDWAN
• Reporting of all incidents to relevant parties
• Liaising with Client on all technical related events and fault resolutions
• Fault Management update on Siebel SRM
• Client update and follow up until incident closure: Complete understanding of ITIL practices.
• Cross collaboration with all levels within the Organization
• Service request management
• Fault diagnosis / Troubleshooting
• Monitoring
• Vendor management
• Provide Service desk 1st line support to customers.
• Responsible for Incident resolution
• Understanding of IP/GSM/Telecommunications/ICT Industry
• MPLS

COMPETENCIES REQUIRED

• Deciding and Initiating Action
• Applying Expertise and Technology
• Planning and Organising
• Analysing
• Learning and Researching

EXPERIENCE & QUALIFICATION REQUIRED 

Must have technical / professional qualifications:

• CCNA
• At least 3-5 years’ experience of which 2 years must be within a networking environment with 1 year with of service provider focus.
• Grade 12 and with valid CISCO Certifications.

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ROLE PURPOSE 

• This person is responsible for the 1st line support and Installation of VodaWorld IT infrastructure. In the Lan environment the person must have the ability to fault find and configure switches, Wireless Access and general connectivity across multiple technologies and device manufacturers. This is not Limited to a product line the person must be able to research on equipment that is unknown to him/her and work independently. The person must be able to liaise with client on Network troubleshooting and problem solving.

ROLE REQUIREMENT

• Involvement in the support and implementation Cisco Switches and other Customer Equipment.
• Resolve with the assistance of Vodacom CSOC any customer site issues on the mentioned products.
• Monitor and troubleshoot IT Infrastructure.
• Liaise with various departments within the customer including CSOC.
• Keep accurate records as required by Nexio
• Maintain Helpdesk System for VodacomWorld Support

Additional Information:

• Ability to take ownership
• Excellent communication, interpersonal, Verbal & Written
• Ability to work in a changing environment
• Basic telephone techniques
• Problem Solving & Analysis
• Analytical Thinking
• People Skills
• Has demonstrated the ability to work well with others, team work ethic.
• An excellent communicator and collaborator
• Willingness to learn
• Positive attitude
• Delivering Results and Meeting Customer Expectations
• Following Instructions and Procedures
• Learning and Researching

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OVERVIEW

• Our client requires technical operator to work within a fault management environment, providing a monitoring and incident management service for Financial and Digital Lifestyle Services.

ROLE AND RESPONSIBILITIES:
A Technical Assistant is responsible for the following:

• Monitoring end-to-end services associated with scoped applications via Netcool and/or AppDynamics and/or Remedy to identify incidents/trends.
• Attending to emails and telephone calls, reporting of faults and assign tasks to operational teams performing maintenance/remote fixing of faults related to the client services environment.
• Identify unreachable (communications loss) elements, malfunctioning or inaccessible applications, then log and manage until resolved.
• Manage, track & update open faults/incidents in-hand (via BMC Remedy) with operational teams until resolution & closure. [Including faults in-hand external and/or 3rd Party vendors]
• Minimize & resolve client escalations as well as escalations highlighted by the team (Junior and other Senior Technical assistants).
• Use/Analyse current available reports to resolve current & legacy network faults
• Provide First Line Maintenance information and Root Cause Analysis.
• Assist with coordinating and managing high-level incident sessions and communications.

KEY PERFORMANCE INDICATORS:
The operations must review the following:

• Work with all stakeholders to resolve incidents within SLA
• Adhere to, and improve on priority failure and general incident handling processes and procedures
• Ensure quality aspects are consistently applied to all work components
• Maintain Application Availability - Identify and resolve malfunctions that are negatively impacting services.
• Initiate troubleshooting sessions that involve cross functional teams.
• Contribute to knowledge base - Document new knowledge gained from experience to the central database for use by teams.

Qualifications & Education Requirements

• ITIL Foundation certification (Advantageous)
• Matric/NQF Level 4 (Essential)
• Diploma or certification in any of the following disciplines: Engineering / Information Technology/ Computer Science / Information Systems (Advantageous)

Experience Required

• 2/3 years of experience in an IT environment performing fault logging or incident management function (Essential)
• Experience coordinating high-level support sessions/scenarios with multiple stakeholders (Advantageous)
• Experience with application development/programming (Advantageous)
• Experience monitoring (systems/applications/services) via Netcool, AppDynamics or similar (Advantageous)
• Experience in Telecoms environment (Advantageous)
• Experience in Financial or Digital Lifestyle services or applications (Advantageous)

Knowledge, Skills and Traits Required

• Analytical thinking
• IT knowledge (A+/N+/Windows/Linux/Automation)
• Knowledge of event, incident and problem management
• Knowledge of Application Performance Monitoring
• Application programming or scripting knowledge
• Basic understanding of IP Networks fundamentals
• The ability to work in a team and to be proactive around self-learning
• The ability to work under pressure and to tight deadlines
• Willingness to assist with additional tasks given to the team
• Interpersonal skills
• Good judgment skills
• Good communication skills
• Have a good attitude, motivation and excellent time management
• Basic to intermediate MS office skills (Word /Excel/ Outlook)

Special Requirements

• Be prepared to perform in a 24/7 environment, shift work, standby and overtime
• Be prepared to work outside of “working hours”.
• Able to report to different reporting lines simultaneously.