Network Operations & Support Technician at Aldreda Fields Limited

Responsibilities

• Maintain accurate documentation of network configurations, procedures, incident reports and support activities to serve as a reference for future troubleshooting, decision making and compliance purposes.
• Working under limited supervision, he is responsible for supervising his subordinates to ensure appropriate and timely actions to resolve incidents.
• Advocates efficient management of network and power incidents, including identifying, prioritising and escalating issues as necessary, also ensuring that incidents are handled promptly to minimise downtime (within MTTR of 3 hours) and the impact that may cause to users.
• Act as a good support for network related requests to facilitate efficient issue resolution by ensuring tasks are assigned to the appropriate personnel, tracking progress and ensuring timely resolution
• Responsible for first level management escalations in the absence of the Network Ops & Support Coordinator and or Assistant
• Collaborate with network administrators, engineers and support teams, ensuring clear communication of network related changes, update and issues relevant to the stakeholders
• Provides continuous support services in improvement of network operations and processes to identify bottlenecks, inefficiencies and areas for enhancement, while working with teams to implement improvements
• Assist in addressing end-user network related queries and concerns to ensure that user issues are handled promptly and professionally.
• Escalate unresolved issues to the Network Ops & Support Coordinator and/or NOC manager
• Assign fault tickets to the appropriate field engineers/technicians and follow up on tickets to ensure a speedy response as stated in the Service Level
• Agreement