Network Operations and Support Technician at Aldreda Fields Limited

KEY ACCOUNTABILITIES RESPONSIBILITIES

Network Performance  

• Monitor all networks 24/7 to ensure optimal performance; faults detection, analysis, troubleshooting, escalation and resolution of all Base Station Subsystems or Nodes Such BTS, BSCs and Power Equipment’s (Intrusion, Rectifiers etc)
• Provide real time performance/management of all Base Station Subsystems (BTS) network elements for effectiveness and provision of daily reports for the next action to be carried out to improve network quality.
• Identify malfunctioning BSS network element for overall efficiency using various management tools.
• Escalate unresolved site issues to the NOC/Support Coordinator and/or Manager
• Provide solution and analyse all faults (proactive/reactive) to all power related issues at BTS sites; escalating where faults cannot be fixed and working within committed Service Level Agreement (SLA).
• Ensure that power related alarms, high temperature alarms, smoke alarms and intruder alarms on cell sites are correctly escalated and followed up until there is a resolution in line with the Service Level Agreement (SLA).
• Assign faults tickets to the appropriate field engineers/technicians  and follow up on tickets to ensure a speedy response as stated in the Service Level Agreement (SLA).
• Review and general clean-up of Ticket queue.
• Monitor real time site alarms  
• Collate and prepare hourly reports on network monitoring, problem resolution and site outage recorded at all sites.
• Maintain excellent network performance by using AFL’s software.
• Integrate and configure all BTS Sites to the Company’s software, while testing its performance.
• Improve overall system efficiency using the Central Monitoring System (CMS Software) by running appropriate command to check power alarms and specific status of site in real time.  

Operations & Maintenance    

• Capture all sites that are down using various monitoring tools and escalate to the appropriate team for resolution.
•  Acknowledging of all alarms from Base Transceiver Stations (BTS).
• Resolve access issues and control access permission for field engineers/ technicians.
• Use the approved application to log external alarm and closure of ticket logged by NSMC.
• Verify alarm from the monitoring tool and escalate to the appropriate Maintenance team, Regional Maintenance Supervisor etc. for resolution.
• Monitor and escalate procedures relative to the appropriate Service Level Agreement (SLA).

Reporting  

• Prepare daily, weekly and monthly reports on network activities in relations to operations of passive infrastructure.
• Ensure all docket information are captured in activity log
• Record and track incidents and complaints
• Collate and report weekly outages, alarm and backups and send to NOC Coordinator and/or Manager.
• Real-time Ticket opening, lodgement, updating and closure using respective application
• Measure KPIs of the Networks and report variance   Stakeholder Management  
• Support to resolve customer’s complaint.
• Manage relationship with suppliers, vendors, internal clients and partners.
• Liaise with field engineers/technicians and subcontractors to ensure uninterrupted services at the operator’s base stations.              

KEY SKILLS & COMPETENCIES REQUIREMENTS:  

• Functional/ Technical:
• Detail oriented.
• Proactive and good commercial acumens
• Handle high levels of stress
• Mature judgment
• Good coordination skills  
• Problem Solving Skills
• Strategic orientation
• Good planning skills
• Multi-tasking

Skills Behavioural:

•  Results orientation
• Analytical thinking
• Cultural awareness  

KEY PERFORMANCE AREAS:

• Financial   
• Network downtime Process
• Turnaround Time
• Operational Efficiency
• Quality Assurance  
• Customer  
• Internal & External Customer Satisfaction
• Customer Complaint Management  Learning & Growth  
• Self & Team Development – competency development; skills improvement  

Education/ Professional Qualification:

• Bachelor’s Degree or equivalent in Electrical Engineering, Mechanical Engineering or related fields
• Technical knowledge on Network Elements  
• Basic troubleshooting skills on network elements.
• Word, Microsoft Excel, Microsoft Outlook.  
• Cisco certifications and VoIP fundamentals a plus
• Experience in different network vendor area such as transmission

Experience:

•  1-3 years experience in networks operations in the telecommunication / GSM environment. ▪
• Knowledge of Telecommunications Legislation (Telecommunications Act, Code of Practice etc.)