Surveillance Technician at Infratel

Job Description

Responsible for all real-time monitoring of Transmission network alarms and alerts received from the NMS, EMS and NE’s. The incumbent will be responsible for identifying and diagnosing all network alarms/alerts and performing first level intervention on all incidents before raising escalation tickets to Network Support and/or Field Teams.

Key Responsibilities

Alert/Alarm Management

Always ensure compliance to privacy and security standards

Security

Handle support calls and advise clients in customer friendly manner

Customer Support

Perform basic daily and weekly system health checks to ascertain system uptime

Health Checks

Report on all matters affecting service quality
Escalate all matters on time so that service is restored asper SLA metrics agreed with clients;
Update the incident management system with appropriate information whenever any incident occurs;

Reporting

All stakeholder notification
Closure of TT
Escalation to appropriate teams until resolution
Raising of Trouble Ticket

Ticket Management

Undertake first level problem Diagnosis, Correlation and intervention

Problem Management

To ensure effective monitoring of all network and service alarms in all transmission and customer connections

Minimum Qualifications

Diploma in Telecommunications or a relevant qualification
Member of EIZ or ICTAZ

Key Competencies and Skills

Extensive knowledge and hands on demonstrated capability of performing basic troubleshooting on ICT equipment, power & cooling equipment and access control.
Identifies problems/issues.
People Skills
Ability to quickly respond to any incident
Analytical thinking and eager to learn
Business understanding
Communication skills
Able to set own priorities.
Uses discretion to complete assignments;
Independently applies knowledge of technical practices and specialty area standards.
Sober and ability to follow safety rules and procedures
Independently completes assignments;
Cultivates good peer working relationship

Years of Experience Required

2 years’ experience working in a support role or in the Network Operations Centre