Job number: 10006932
Job title: Tech Officer: CSO Ass
Job grade: OP1
Group/ BU: Openserve
Division: Openserve
Span of control: 0
Reports to: Management
REM Functional Area: Technical
Core Description
To be a ONE Stop service assurance centre for all Openserve/ CSO Products and Services to ensure a continuous data transfer service. All products and services should be handled within SLA. Maintain a high quality of Service to ensure Openserve meets the KPI targets and customer satisfaction expectancy and improve quality of service by performing fault trend analysis.
Job Responsibilities
OUTPUT 1
Accepted Trouble Tickets and Events
SUB-OUTPUTS
Report or receive Trouble Tickets and Events
Perform Tests using Element manager and captured test results Analyse test results and circuit history
Correlate Trouble Ticket to Network Failures Correlate Trouble Ticket to Planned Work Escalate as per SLA and KPI requirements Take ownership of
Trouble Tickets and Events
Adhered to Openserve/ CSO Work Instructions, Procedures, Processes and Policies
RANGE
All Openserve/ CSO products and services
OUTPUT 2
Performed tests on all Openserve supported products and services
SUB-OUTPUTS
Report or receive Trouble Tickets and Events
Perform Tests using Element manager and captured test results Analyse test results and circuit history
Correlate Trouble Ticket to Network Failures Correlate Trouble Ticket to Planned Work Escalate as per SLA and KPI requirements Take ownership of
Trouble Tickets and Events
Adhered to Openserve/ CSO Work Instructions, Procedures, Processes and Policies
RANGE
All Openserve/ CSO products and services
OUTPUT 3
Provided Technical Support on all Openserve supported Products and Services
SUB-OUTPUTS
Receive/ analyse request/ fault
Determine nature of support to be provided
Execute support actions
Provide feedback
RANGE
All Openserve/ CSO products and services
Miscellaneous Trouble Tickets (Switching, Information etc.) Escalate Trouble Tickets
Network Failures Access Request Special Investigation
Transmission and Switching Environmental
OUTPUT 4
Tracked Trouble Tickets and Events
SUB-OUTPUTS
Receive and analyse request
Process request
Provide regular feedback
RANGE
All Openserve/ CSO products and services
Miscellaneous Trouble Tickets (Switching, Information etc.) Escalate Trouble Tickets
Network Failures Access Request Special Investigation
Transmission and Switching Environmental
OUTPUT 5
Conducted activity management
SUB-OUTPUTS
Receive and analyse request
Process request
Provide regular feedback
RANGE
All Openserve/ CSO products and services
Miscellaneous Trouble Tickets (Switching, Information etc.) Escalate Trouble Tickets
Network Failures Access Request Special Investigation
Transmission and Switching Environmental
OUTPUT 6
Cleared Trouble Tickets and EventsSUB-OUTPUTS
Verify Link/ Service status using Element manager Verify Link/ Service status with customer
Clear Trouble Tickets and Events Use comment standardization format
Apply after-hour services and abortive costs (Call-outs, SP, EX-SP) as per SLA Negotiate clear dates and times with customers and Value Chain
Stakeholders Escalate as per SLA and KPI requirements
Adhere to Openserve/ CSO Work Instructions, Procedures, Processes and Policies
RANGE
All Openserve/ CSO products and services
Miscellaneous Trouble Tickets (Switching, Information etc.) Escalate Trouble Tickets
Network Failures Access Request Special Investigation
Transmission and Switching Environmental
Core Competencies
FUNCTIONAL KNOWLEDGE
Access Network; Value Chain; Test Equipment; Switching Technology; Transmission Technology; Openserve/ CSO Products & Services
Functional Skills
Analytical; Communicating (oral & written); Coordinating; Problem Solving; Quality Techniques; Systematic Techniques; Telephone Etiquette; Testing;
Time Management
ATTITUDES/ LEADERSHIP COMPETENCIES
Accountability; Accurate; Dedicated; Proactive; Respect; Responsible; Tactful; Team Player; Quality Awareness; Reliable; Initiative; Customer Focus
Education
- NQF 6: 3 year Diploma/ National Diploma in Engineering or Computer Science
- OR NQF 4: Grade 12
- No experience
- OR 3 years relevant experience
Special Requirements
- Ability to work overtime
- Ability to work shifts
- After hours call out (stand by)
Key Stakeholders
Additional Information
Outputs (continued):
OUTPUT 7
Special Investigation Trouble Tickets and Events
SUB-OUTPUTS
Analyze link/ service history
Hand over Special Investigation Trouble Tickets and Events Track, monitor, update and provide feedback
Clear Special Investigation Trouble Tickets and Events Support Value Chain Stakeholders
Escalate as per SLA and KPI requirements
Adhere to Telkom/ CSO Work Instructions, Procedures, Processes and Policies
RANGE
All Openserve/ CSO products and services
Miscellaneous Trouble Tickets (Switching, Information etc.) Escalate Trouble Tickets
Network Failures Access Request Special Investigation
Transmission and Switching Environmental
OUTPUT 8
Generated Reports
SUB-OUTPUTS
Receive request/ complaint from Licensed Network Operator or Openserve/ CSO management Verify the information
Generate report/ memo's Distribute reports/ memo's Follow up with relevant parties
Escalate to higher levels if necessary Feedback to relevant parties Complete documentation
Adhere to Openserve/ CSO Work Instructions, Procedures, Processes and Policies
RANGE
Ad Hoc Reports
Management reports
Exception reports
Customer reports
Technical reports
Performance reports
