Junior Network Maintenance Technician

Job Summary

Jobs at this level are responsible for coordinating the activities of the front line staff (Help Desk officers) to provide technical support services for end users. Also, they are responsible for dealing with user administration matters such as user profiles and reporting, carrying out systems operations, resolving medium level escalation queries and undertaking database administration

Key Responsibilities

• Assist in reconfiguring network equipment, in compliance with established operations and maintenance guidelines and procedures.
• Assist in ad – hoc preventive and corrective maintenance tasks on networks and participates in upgrading and reconfiguring systems and equipment.
• Assist in network and system fault identification and escalates issues to concerned personnel to restore system functioning.
• Perform on site monitoring of STC networks covering PSTN, Data, PLMN and International Gateways (IGW), to ensure the network systems meet established quality standards.
• Identify fraud cases and reports the same to seniors, in order to ensure effective investigation of these cases.
• Participate in implementing scheduled Maintenance Downtime (MDT) activities to minimize service impact on the network.
• Collect information related to long duration calls by coordinating with SNOC and informs the same to seniors, for their analysis.
• Coordinate with Billing & Collection Support and collates information related to customer complaints.
• Execute scheduled activities related to collection of subscribers meter readings from various PSTN switches and informs all collected data to concerned authorities, for billing generation.
• Implement all scheduled disaster recovery plans as directed by seniors, including 999, 997, 996, 24*7 surveillance etc.
• Follow all relevant operational and technical service delivery policies and procedures to ensure that work is carried out in a controlled and consistent manner.
• Resolve customer’s technical problems and escalates issues to the appropriate authority for quick resolution.
• Follow up on the status of customer query tickets on the system and defines time scales within which resolution must be reached.
• Operate and monitors the system and network components according to operational procedures.
• Maintain backup systems in order to provide disaster recovery services for IT users.
• Assist in manage the IT and network layer custom applications and databases implementing enhancements as required.
• Undertake parameter maintenance and changes for financial application(s).
• Operate the system and monitors network components according to operational procedures.
• Maintain hardware and operating systems to ensure performance is maximized and configurations are consistent.
• Execute user administration functions such as creating and maintaining user profiles and reporting.
• Validate reports from vendors and comments on forestalling problems.
• Grant user rights and monitors the usage for one of more applications.

Qualifications

Diploma in Computer Science/Information Technology/ Telecommunication / Electronics & Communication / Electrical / Computer / Mechanical Engineering related discipline

Required Experience

0 – 1 year of experience in the technical service and maintenance at technology/telecommunication industry

Desired Skills & Knowledge

• Basic proficiency in infrastructure traffic management
• Basic proficiency in trouble monitoring and analysis
• Basic proficiency in using various monitoring tools such as Smart care CEM, MAS7, RTTM, NTM, RTM, InfoVista, EWSD & 5ESS switches
• Basic proficiency in different switching technologies (Huawei NGN, EWSD, Ericsson, 5ESS)
• Basic proficiency in using trouble ticketing system like Remedy, and ICMS
• Basic proficiency in data collection and analysis
• Basic proficiency in system diagnostic techniques
• Basic proficiency in technology applications
• Basic proficiency in relevant programming languages
• Basic proficiency in IT services and systems
• Basic proficiency in data processing functions and developing system data structures