About the position
Network Management Centre department invites applications for the positions of NMC Operators from qualifying and interested candidates who will be responsible for monitoring and surveillance of Sentech' network and providing first and second level of technical support.
Qualifications and Experience :
- A Matric or Grade 12 with technical qualification (i.e. S4/N6 Electrical Engineering Light Current Diploma or equivalent in Electrical, Electronic or Telecommunications Engineering.
- Combined with atleast 3 years Technical and organizational experience in a broadcast and or Broadband/Telecoms NOC or Network Management environment.
- SAP Plant Maintenance module experience and or certification.
- CISCO and Linux qualifications (CCNA and or CCNP) and knowledge will be an added advantage.
- Hands on experience on VSAT, FM and TV Competency, Audio, Satellite and Video Technology.
- Network management systems (NMS).
- Excellent report writing.
- Atleast ITIL v3 Foundations certification.
The job responsibilities include the following:
- 24 x 7 x 365 Network Monitoring and Surveillance, Network Management Centre.
- Shift Work. Providing 1st and 2nd level technical support to both internal and external customers.
- Ensure adherence to shift handover processes by the MNS Operators.
- Network Monitoring, analyses, troubleshooting, repairs and reporting on telecommunication systems performance and faults.
- Ensure that high network availability on all network elements and systems is maintained and escalation to line and technical support followed through.
- Report changes (through test procedures for system enhancements).
- Ability to perform advanced technical remote troubleshooting on both current and future broadcast and broadband/telecoms networks.
- Perform call management by means of registering, dispatching, scheduling and controlling the call status and life cycle of trouble tickets.
- Produce regular reports on daily/weekly/monthly basis.
- Provide operational support to technology and technical support teams during development and test phases of services and networks.
- Perform automatic and manual content/data updates on all services running on the network platform.
- Optimally utilise monitoring systems and tools.
- Proactively identify network performance related faults, troubleshoot and escalate to relevant technical support for quick fault resolutions within customer SLA's.
- Ensure network faults and incidents and changes are attended and resolved within agreed SOP turnaround times.
- Maintain sound relations with both internal and external customers, ensuring that issues are resolved timely and that effective and efficient communication and cooperation takes place.
- Adherence to department change management policy and all other company related policies (HR, IT, etc.).
- Ensure accurate utilization the NMC knowledgebase and NMC user files for resolutions (1st and 2nd level) on incident and problem management resulting from the higher level support fault resolutions.
- Produce and generate technically sound and accurate sms network notifications, network performance, changes, commissioning, incident reports,
- Follow-up on open tickets and works orders on HP Service desk and SAP on daily basis.
- Provide shift cycle open ticket reports to line and timely line escalations.
- Ensure that overtime, timesheets, leave, shift roster, training documentation is correctly filled and submitted on time.
- Ensure leave requests are done and submitted a month in advance due to the shift roster management.
- Ensure that accurate daily, weekly, monthly, quarterly network performance reports are timely compiled, generated, distributed and submitted to line and senior management.
- Maintain and develop sound relations with both internal (i.e.
- Customer Care, Technical Support, NMC Operators, Line an
- Senior management, other business units) and external (i.e. Suppliers, Partner, Vendors, Service Providers, etc.) customers.
- Ensure adherence to company policies (HR, IT, etc.) and limit and monitor personal telephone and internet social network sites visits/usage. Promoting cost saving initiatives and adherence.
- Ensure that Risk Register is updated and feedback and escalation are made to line management.
- Maintain and control authorised access to the equipment room in accordance with the security access control policy, procedures and processes.
Technical/Function competencies required:
- Excellent proven communication skills, both written and verbal.
- Good interpersonal skills.
- Good coordination skills
- In-depth knowledge and understanding of the Information and Communication Technology (ICT) environment.
- Knowledge of ITIL, ITU, eTOM framework standards.
SENTECH is an equal opportunity employer, as such Sentech will give preference to suitable candidates who add to the cultural and gender diversity of the company.
If you are interested and meet the required criteria as described above, please send your CV on/or before 21 March 2023.
Appointment will be done in accordance with Employment Equity Plan of the organisation. People with disabilities will be given preferences and they are encouraged to apply. Medical examinations will be undertaken before successful appointment depending on the nature of the position.
SENTECH reserves the right not to appoint.
Desired Skills:
- Network management systems
- Good coordination skills
Desired Work Experience:
- 2 to 5 years Call Centre Operator
Desired Qualification Level:
