Outsourcing.

Exponant has a position available  for a Technical Officer within an ISP Environment based in Gauteng .

Duties & Responsibilities

The Technical officer will be resposible for

Broadband, LTE Support

•  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.

Desired Experience & Qualification

• Matric minimum requirement.
• National Diploma/Degree in a scientific/information technology discipline (beneficial).
• CCNA certification (requirement).
• ITIL Foundations (beneficial).
• At least 3 years of 2nd Line Support experience on Layer 3 Networks & Services.
• SD-WAN experience (beneficial).
• A practical and systematic approach to work beneficially.
• Telecommunications industry experience.
• Experience working with OSS/BSS software as an end-user or from working in the telecommunications sector.
• MUST be willing to work 24/7 rotational shifts.

Package & Remuneration
To be disussed according to current earnings