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Technical Assistant - VFS Nexio

Western CapeSouth Africa
8 months0 Applicants
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job description - Technical Assistant - VFS

ROLE PURPOSE

  • Our Client requires technical operator to work within a fault management environment, providing a monitoring and incident management service.

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 to identify incidents/trends.
  • Attending emails and telephone calls, reporting of faults and assign tasks to operational teams performing first line maintenance/remote fixing of faults related to the client services environment.
  • Identify unreachable (communications loss) elements, log and manage until resolved.
  • Manage, track & update open faults/incidents in-hand 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 & EXPERIENCE

  • Matric/Grade 12 (Essential)
  • ICT or Telecommunications certification would be advantageous.
  • ITIL Foundation certification (Advantageous)
  • 2/3 years of experience performing in a fault logging or incident management environment (Essential)
  • Matric (Essential)
  • Knowledge of event management (Advantageous)
  • Knowledge of problem Management (Advantageous)
  • Knowledge in Application Performance Monitoring (Advantageous)
  • Basic understanding of IP Networks fundamentals (Advantageous)
  • Experience working with call traces (Advantageous)
  • Fault localization through element management platforms
  • Experience working with Remedy fault management (ETOM) system (Advantageous)
  • ITIL Foundation certification (Advantageous)
  • Good IT knowledge (A+/N+/Windows Server Certification) and experience (Advantageous)

LEADERSHIP COMPETENCY REQUIREMENT

  • Analytical
  • 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
  • Basic MS office skills (Word /Excel/ Outlook) 
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Nexio is a payments growth company that empowers businesses to reach ambitious goals. In a complex and ever-changing commerce world, our technology helps sellers and platforms solve payments problem.

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