WIOCC is the leading player in the deployment of carrier-scale, future-proofed network infrastructure into Africa. We have the flexibility and scale to meet the ever-growing demand for reliable, high-speed capacity throughout Africa, driven by end consumers, enterprise users and the ecosystem that supports them. Our policy of continual investment in our network to create Africa�s first, truly hyperscale network infrastructure means ongoing investment for growth, ensuring our readiness to meet the future data volume demands of end users throughout Africa.
Job Objective:
Provide first-level support for clients, resolve incidents, identify problems through pro-active monitoring and manage planned engineer works. To be acknowledged as the client’s champion ensuring high levels of satisfaction and an excellent client experience. Provide backup support to the NMC.
Key Duties & Responsibilities:
- Interface with clients for service assurance and service delivery queries, achieving high levels of client satisfaction
- Proactively monitor alarm management systems for events, create, own, and manage trouble tickets to successful resolution
- Supplier incident management
- Incident management, trouble shooting and resolution of first level technical issues
- Ensure all service tickets have correct closure data
- Use of and ensuring data integrity of systems
- Assist Service Managers as required and produce reason for outage reports
- Assist with planned engineering works, including service impact analysis and client notifications
- Identify service concerns, issues, challenges and escalate to NMC/TAC and management
- Maintain accurate records, assist with auditing and data cleansing as directed
- Assist Provisioning to configure & activate services / restoration as directed
Qualifications:
- Bachelor’s degree (or equivalent) in a related field
Experience & Skills:
- Requires minimum of 1 years’ experience in telecom industry including experience in service desk or similar fields or a successful intern assignment with WIOCC working on the Service Desk / NOC / NMC
- Knowledge of various platforms around Subsea, Fibre, DWDM, OTN, SDH, Data (Ethernet, IP/MPLS)
- Effective written and verbal communications skills evidenced by work history and accomplishments
- Expert knowledge of at least one trouble ticket system, NetSuite desirable
- Excellent communications and soft skills, including ability to listen to and summarize and concisely share key information with clients
- Demonstrate ability to manage multiple priorities and solve problems in a fast-paced environment
Attributes
- Client focused, relationship builder
- Integrity, honest with high ethical standards
- Boundless, passionate, and flexible
- Personnel excellence, accuracy and attention to detail
- Collaborative, achieve results through teamwork and partnerships
- Strong analytical skills and able to collate and interpret data from various sources
- Excellent English language communicator with a natural aptitude for dealing with people
- Good network diagnostic skills, attention to detail, concise, accurate, urgency, meticulous
- Willing to work on a 24/7 shift including nights, weekends and public holidays / on-call as required
Method of Application
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