Job purpose:

• The incumbent will be responsible for performing all on-site installations, feasibility (field or desk-top) repair, maintenance and preventative activities on assigned customers and network nodes; route inspections on assigned routes, within his/her designated area. All this done within KPI and provided schedule.

Job Magnitude:

• Number of employees directly reporting to this job: 0
• Number of indirect reports (i.e. employees reporting to the direct reports):
• Number of 3rd party staff e.g. contractors, consultants, outsourced service providers reporting to this job: No

Responsibilities

• Appropriate use of Workforce management tools – accept assigned tasks, provide updates required – ETA/ETR, fault diagnosis, resolving with root causes, appropriate RFO’s upon resolution of tickets.
• Provide permanent resolution for assigned cases to avoid repeat faults on customer links.
• Achieve service availability KPI’s for assigned customers as per signed customer SLA document.
• Attending to site visits to resolve all customer reported cases based on assigned tickets. Ticket resolution should be within defined SLA’s / KPI’s.
• Achieve node availability KPI’s by resolving node issues within SLA, performing routine maintenance activities for assigned nodes as well as route inspection for assigned routes.
• Conduct desktop and On-site surveys to assess the requirements of providing new customer links new solutions.
• Carry out implementation of new customer links as well as upgrades on existing customer setups. (Install, configure and troubleshoot links and solutions ranging but not limited to MPLS and Internet links, Voice links ranging from PSTN, ISDN, and SIP.)
• Supervising and inspecting any contractors working in assigned area/region ensuring KPI achievement and work done is within the defined standards and guidelines.
• Full understanding of full suite of existing Telkom products sold to assigned customer base.
• Understand and fulfill customer needs as raised.
• Maintain accurate inventory of all customers within assigned region, accurate node inventor – MSAN and FTTB buildings through regular database updates.
• Provide signed job cards from customers attended to within agreed timelines.
• Provide relevant reports on assigned tasks / jobs as assigned.
• Provide recommendations to customer, line manager on any corrective actions and or opportunities for improvement that exist.
• Continuous growth in skill set through successfully getting / acquiring training resulting in demonstrable increase in skill set and thus overall improvement in output provided.
• Any other duties assigned by line manager.

Principal Output for this role

• Network availability for assigned MSAN nodes. Target – 99.7%
• Achieve scheduled route inspections. – 95% on schedule.
• Perform preventative maintenance tasks as per approved schedule. – 95% on schedule.
• Resolve assigned tickets within SLA. Target – 90%.
• Attend to all Feasibility cases within SLA – Target – 95%
• Attend to all Implementation / Supervise and inspect work done by contractors to have it delivered within quality, time and budget, while falling within the defined SLA – Target –95%
• Provide updates on assigned work as per defined standards and guidelines.
• 100% use of workforce management tool.
• Churn Management- through achievement of Service availability KPI and fault restoration KPIs.

Academic/Professional Qualifications

• Diploma/ University degree in IT/Computer Science/Electrical & Electronics Engineering/Telecommunications/Computer Engineering
• Relevant Certifications – Cisco (CCNA, CCNP, CCIE), Juniper (JNCIA-Junos), HCNA (Huawei Certified Network Associate)/ALU (Nokia) Service Routing Certified.
• Relevant  certifications – CCNSA/P, Fortinet, CheckPoint.
• Candidates with SDWAN knowledge and or experience
• Good verbal and written communication skills
• MS Office suite – for ease in data analysis and presenting output to aid decision making.
• Knowledge of SIP and experience in working with SIP providers.
• Maintain a record of engineering solutions, such as detailed engineering requirements, detailed reference design, and detailed integration test plan documents.