ROLE PURPOSE
This role supports the CSOC Problem Management Department by investigating and resolving transmission-related issues, while also troubleshooting across Layer 3, Hosting, Cloud, Network Security, and VoIP technologies. Key responsibilities include managing core and access transmission problems, engaging with providers and power teams, performing technical tasks such as building circuits, creating VLANs, and upgrading equipment, and ensuring alignment with Problem Management workflows and service targets.

ROLE ACCOUNTABILITIES / KEY ACTIVITIES

• Assist the CSOC Problem Management Department with the investigation of any issues affecting customer services relating specifically to transmission-related issues, but also investigating and resolving problems on other technologies, including Layer 3 (Cisco, SDWAN, etc.) Hosting, Cloud, Network Security, VoIP.
• Investigation on core and access transmission segments
• Engage with access and core transmission providers during the investigation of problem tickets
• Mapping customers’ transmission & segment investigation – last mile and access transmission
• Engage with battery and base station (BTS) power teams
• Assist with last-mile access rebuilds and troubleshooting (microwave and fibre)
• Reset customer ports on Tx node at the last hop BTS’s
• Build new circuits and create VLANs
• Recreate tunnels and pseudowires
• Adjust rate limiting
  
• RFC testing
• Upgrade software on transmission equipment
• Reset on-site equipment (POE-M/W and NID)
• Check utilisation on transmission segments – end to end
• Monitoring of permanent problem ticket resolution on access transmission layer and core transmission layers.
• Understanding and conforming to the Problem Management documented workflows and work delivery framework.
• Constantly ensuring alignment with work activities and the annual targets set.

COMPETENCIES

• Well-developed investigative and analytic thinking abilities.
• Extensive knowledge of technical networking and the transmission underlay
• The ability to engage with, collaborate and manage time frames with other teams approached inside or outside the organisation, to assist with rapid delivery on problem management objectives.
• Required to pursue formal training in areas relevant to the job function including networking and transmission.

QUALIFICATIONS & EXPERIENCE

• Applicable, recognised ICT certifications
  • Cisco CCNP,
  • Huawei HCIP,
  • transmission technology-specific certifications and
  • other similar technical ICT enterprise technology certifications.
• 5 years Technical Networking/Transmission experience having attained a senior level in ICT Company which provides enterprise