Surveillance Technician Transmission

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Job Purpose

Responsible for all real-time monitoring of Transmission network alarms and alerts received from the NMS, EMS and NE’s. The incumbent will be responsible for identifying and diagnosing all network alarms/alerts and performing first level intervention on all incidents before raising escalation tickets to Network Support and/or Field Teams.

Key Responsibilities

Alert/Alarm Management

  • To ensure effective monitoring of all network and service alarms in all transmission and customer connections

Problem Management

  • Undertake first level problem Diagnosis, Correlation and intervention

Ticket Management

  • Raising of Trouble Ticket
  • Escalation to appropriate teams until resolution

Closure of TT

  • All stakeholder notification


  • Update the incident management system with appropriate information whenever any incident occurs;
  • Escalate all matters on time so that service is restored asper SLA metrics agreed with clients;
  • Report on all matters affecting service quality

Health Checks

  • Perform basic daily and weekly system health checks to ascertain system uptime

Customer Support

  • Handle support calls and advise clients in customer friendly manner


  • Always ensure compliance to privacy and security standards


Knowledge, Skills, Qualifications and Experience

Diploma in Telecommunications or a relevant qualification, Member of EIZ or ICTAZ orany relevant body, 1 to2 years’ experience working in a support role or in the Network OperationsCentre

Competencies required for this Role

  • Key Knowledge Extensive knowledge and hands on demonstrated capability of performing basic troubleshooting on ICT equipment, power & cooling equipment and access control
  • Identifies problems/issues.
  • Ability to quickly respond to any incident
  • Analytical thinking and eager to learn
  • Business understanding
  • Key Attributes/Competencies
  • Able to set own priorities.
  • Uses discretion to complete assignments.
  • Independently applies knowledge of technical practices and specialty area standards.
  • Sober and ability to follow safety rules and procedures
  • Independently completes assignments.
  • Cultivates good peer working relationship

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