Job number: 10024033
Job title: Tech Officer: Broadband SOC Generic
Job grade: OP1
Group/ BU: Openserve
Division: Openserve
Span of control: 0
Reports to: Management
REM Functional Area: Technical
Core Description
Provide Broadband Technical support to effectively and efficiently handle the execution activities for problem resolution and service provisioning including service configuration on the network.
Job Responsibilities
OUTPUT 1
Processed Service Work Flow
SUB-OUTPUTS
Receive/ draw request
Interrogate/ analyse request
Process request
Configure/ map network
Correlate Trouble Ticket to Planned Work
Activate/ deactivate services
Update records/ system
Track/ monitor/ escalate progress
Provide to relevant role players
Provide support
RANGE
Telkom services/ products
Telkom Network
Work request (Fulfillment Assurance/ Cut Over/ Migration)
Network info/ diverts/ updates
Common Cause (Core/ Access Networks)
Support Technical/ Non Technical
Enquiries
Customer complaints/ Interactions
Telkom OSS (Test systems/ Element manager/ CRM/ SML/ WFM/ FB)
Gather information/ compile reports/ distribute reports
Scheduling
Cross functional Service Organisation intervention
OUTPUT 2
Provided Support (Assurance/ Fulfillment/ Escalation)
SUB-OUTPUTS
Bulk co-ordination of request due to specific projects (Customer/ Telkom)
Follow-up outstanding work
Capture progress updates on relevant system
Track/ monitor escalation
Handle all queries (internal/ external)
Co-ordinate/ feedback progress to relevant stakeholders on projects
Report tracking
RANGE
Attendance Register
Source Data
Telephony system
OSS
Broad Band Products
Reports
Scheduling
Quality
Projects
Skill transfer
Core Competencies
FUNCTIONAL KNOWLEDGE
Product and Services Regulations; Systems/ Programs/ Test Applications; Telecommunication Network; Business Process/ Methods & Procedures; Broadband Services; Company Policies & Guidelines
Functional Skills
Organizing & Coordinating Techniques; Analytical & Problem Solving; Communicating; Computer Literacy; Customer Service
ATTITUDES/ LEADERSHIP COMPETENCIES
Committed; Reliable; Responsible; Trustworthy; Team Player; Customer Focus
Certifications
Education
- NQF 5: 1-2 year Certificate/ Diploma
- OR NQF 4: Grade 12
- 6 months/ 1 Year relevant experience
- OR 3 years relevant experience
Special Requirements
- Ability to work shifts
Key Stakeholders
