Telkom (SA) Soc Limited
Tech Officer: SCA Control
Full Job Description
Structural Information
Job number: 10004857
Job title: Tech Officer: SCA Control
Job grade: OP1
Group/ BU: Openserve
Division: Openserve
Span of control: 0
Reports to: Management
REM Functional Area: Technical
Core Description
To manage the network and services incidents at an operational level.
Job Responsibilities
OUTPUT 1
Conducted Interventions
SUB-OUTPUTS
Identify/ receive query
Analyze query
Formulate solution
Task relevant parties
Follow up with relevant parties
Update system
RANGE
Transmission
Switching
Access Network
Customer Queries/ Faults
IP Networks
Customer Network
Planned Work
Non-voice Services
Satelite Equipment and Services
Broadband Services
International
Environmental
OUTPUT 2
Maintained Grade Of Service
SUB-OUTPUTS
Familiarize with norms
Observe incidents
Analyze results of observations and incidents/events
Take corrective and proactive actions
Evaluate and record results of process
Propose solutions / make recommendations
RANGE
Transmission
Switching
Access Network
Customer Queries/ Faults
IP Networks
Customer Network
Planned Work
Non-voice Services
Satelite Equipment and Services
Broadband Services
International
Environmental
OUTPUT 3
Managed Incidents / Requests
SUB-OUTPUTS
Receive / identify incident
Correlate / analyze incident
Task relevant parties
Prioritise and facilitate incidents with relevant parties
Follow-up with relevant parties
Provide feedback
Update/ confirm progress
Notify/ escalate if necessary
Ensure service restoration
Update records/systems
Provide statistics if needed
RANGE
Access Network
Transmission
Switching
Customer Queries/ Faults
TMNET TIENET
Customer Network
Customer queries
Planned Work
Non-voice Services
Environmental
OUTPUT 4
Provided Reports
SUB-OUTPUTS
Receive and analyze request
Collect information
Process information
Generate report
Distribute to relevant role players
RANGE
Transmission
Switching
Access Network
Customer Queries/ Faults
IP Networks
Customer Network
Planned Work
Non-voice Services
Satelite Equipment and Services
Broadband Services
International
Environmental
Core Competencies
FUNCTIONAL KNOWLEDGE
Fault finding procedures; Customer Care; Network Layout; Network Management System ; Network Technology; Telkom Policies; Telkom Procedures; Telephone etiquette
FUNCTIONAL SKILLS
Analytical; Computer Literacy; Coordinating techniques; Decision Making; Planning; Problem Solving; organizing; controlling.
ATTITUDES/ LEADERSHIP COMPETENCIES
Customer Focus; Initiative; Performance Driven; Proactive; Reliable; Adherence to Telkom policies and procedures; Punctual; Team Player; Innovative.
Certifications
Education
- NQF 6: 3 year Diploma/ National Diploma
- OR NQF 4: Grade 12 and relevant modular training
Experience
- No experience
- OR 3 years relevant experience
Additional Information
Special Requirements
- Ability to work shifts
- Ability to work overtime
- Ability to be on standby/ work overtime
Physical Requirements
Key Stakeholders
Desired Experience & Qualification
This role requires a candidate with advanced expertise in MS Office applications, with a particular emphasis on MS Excel, and exceptional data analysis capabilities. Proficiency in basic development skills, e.g. scripting, would be a highly valued asset Preference shall be given to employees from historically disadvantaged groups, namely, Africans, Coloureds, Indians, women and persons with disabilities, also referred to as Employment Equity (EE) candidates for all positions internally and externally in accordance with the Telkom Group's Employment Equity Plan and the Employment Equity Act
Working at
Telkom (SA) Soc Limited
Telkom is a leading telecommunications provider in South Africa, established in 1991. It delivers a comprehensive range of services, including fixed-line voice, mobile communication, broadband internet, and enterprise IT solutions. With a focus on innovation and connectivity, Telkom serves both residential and business customers, striving to bridge the digital divide and support economic growth.