Job Title:  Network Operator

Job Purpose:

Monitors and reports on Network performance using management and analysis tools. Administers the incident/problem/change management system. Respond to and resolves "tickets" raised by customers, users and field engineers, by researching and answering telecommunications questions; diagnosing and resolving network problems.

Duties:

• Understands telecommunications issues raised by users by listening to problems and concerns; leading users through problem-identification procedures.

• Resolves issues by researching documentation; troubleshooting hardware, software, or feature problem; guiding users or field engineers through corrective steps; escalating problems to second level; tracking status of problems and solutions.

• Establishes and maintains service by assisting users and field based engineers through new installations and configurations.

• Maintains help desk database by entering caller statistics, inquiries, and responses.

• Avoids legal and contractual challenges by monitoring compliance with service agreements and related contract KPI’s.

• Improves help desk efficiency by recommending changes in information and processing.

• Updates job knowledge by tracking and understanding emerging practices and standards; participating in educational opportunities; reading professional publications;

• Enhances department and organisation reputation by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to job accomplishments.

Qualifications:

Minimum 2.1 degree in information technology or related technical subject.

Skills:

Customer Service, Customer Focus, Telecommunications Knowledge, MS Office, Technical Understanding, Patience, Professionalism, Objectivity, Listening, Presenting Technical Information, Multi-tasking, Attention to detail.

This job is ideally suited to a new graduate with a degree in IT or communications.