Reports to:
General Manager, Operations
Responsible for (Direct reports):
Network Technician
Job grade:
FON-5
Job Purpose:
The operations Engineer analyzes network-related problems reported by clients, diagnoses the most effective method to resolve the problem and implements the solution; installs, maintains, and troubleshoots the FON Network, data communications and all peripheral equipment. The Engineer is to supervise the Network Technician to achieve the above mentioned goals.
Responsibilities (Functions and duties):
Configure, maintain the core network equipment.
identify, troubleshoot and resolve problems in the performance of the network for clients and internal users
troubleshoot and solve network problems;
provide technical support to end-users regarding supplied hardware and software;
install, test, certify and troubleshoot networking cabling systems;
commission client premises equipment;
provides technical expertise to end-users regarding optimal set-up for software, hardware and network use;
install, configure, monitor and troubleshoot a wide range of network and data communications software and hardware;
train end-users in various software applications and network-related procedures;
supervise contractors in the implementation of the above functions related work as required.
Identifies, troubleshoots and resolves hardware-, software- and network-related problems encountered by end-users.
Configures and installs software and equipment for the access network design.
Trains end-users on the use and features of the various operating systems and applications on the various platforms.
Performs primary network system administration on network equipment as needed.
Uses established tracking system to log requests; monitors progress, tracks problem resolution,
Identifies patterns of failure, researches bug fixes and implements solutions; communicates with manager regarding unresolved problems.
Works with vendors to resolve hardware operating system issues; researches and tests possible solutions and implements solutions .Analyzes bugs in system and application software; researches and tests possible solutions; implements solutions.
Optimizes equipment usage by researching and recommending enhancements to system capabilities and performance.
Enforces the FON network security and installation procedures.
Participate in a 24×7 call-out rota if required.
Performance Measures and Targets:
Network Infrastructure that will have uptime availability 99.9% of the time
Network Infrastructure that will have network quality of 99.9% compared with the commissioning metrics.
Network security preventing attack incidents 99%
Infrastructure Change Management to ensure network stability 99.9% of the time
Manage Customers’ SLAs to achieve 95% success.
Manage operational costs and operate within the budget 99.9% success.
Customer management and customer request achievement of 95% success.
Management of timely and proper reports delivered to management at an efficiency of 100% of the time
Manages leave schedule and staff management 100% of the time to fall within the allocated month of the year.
Continuous assessment of staff members giving them feedback for improvement and motivating best performers
Systematic resolution of faults and client issues. This is measured by the turnaround time and accurate reportingGood rapport with the 3rd party suppliers
Good relation with the clients
Good working relation and co-operation with staff members
Good rand regular reporting.
Ticket generation and closing
Role Reports:
Weekly & Monthly reports to the General Manager, Operations
Quarterly Reports to the General Manager, Operations
Monthly System checks and reporting to the General Manager, Operations
Experience:
3 years in telecommunications with at least 1 year working experience in a Telecom/Engineering Company/PDNO/ISP environment
Qualifications:
B.Eng or B.SC degree
Annual educational enhancement by acquiring additional degree/ diploma / certificate either in technical, financial, management or administration.
Professional: Registration with Professional Engineers (ARB)
Specialist knowledge required:
Knowledge of various Engineering Operating software
Knowledge of Programming and well versed with current IT solutions
Knowledge of Hardware and software systems
Knowledge of Networks, network administration and Installation
Knowledge of standard desktop application
Personal Skills & Qualities
Management skills
Technical / analytical ability
Methodical & organized
Team worker
Communication skills
Good analytical skills
Holistic in approach to fault resolutions
Tools/Facilities required:
Desktop computer/Laptop computer
