IHS is one of the largest independent owners, operators and developers of shared telecommunications infrastructure, or tower operators in the world by tower count with over 30,000 towers across nine operating countries. IHS has leading market positions in Cameroon, C\u00f4te d\u2019Ivoire, Nigeria, Kuwait, Rwanda, Zambia and is continuing to grow its business in Brazil, Columbia, Peru, Egypt and South Africa. We employ 40,000+ direct and indirect employees, 96% of which live in the communities where we operate. We are currently recruiting for a Front Office NOC Operator to joino ur dynamic team.<\/p>\n
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Job Title: Front Office NOC Operator<\/strong> Job Summary:<\/strong> Ensuring that power related faults are correctly diagnosed and escalated by providing 24\/7 site monitoring on a shift basis. Ticketing:<\/strong><\/p>\n Create, update, and close all tickets (incidents and access tickets) with the appropriate reason. All the tickets created MUST be closed once the incident is closed and the reason of the incidents must be logical according to the site topology and the technician\u2019s feedback. Client request:<\/strong><\/p>\n Follow up all client\u2019s requests and ensure to respond within the SLA to their request until final resolution. Call management:<\/strong><\/p>\n Ensure to receive all calls from field teams, customers\/Partners, and anyone else in- order to minimize consequently the number of calls dropped. Remote access:<\/strong><\/p>\n Always grant access remotely to the field team and escalate to the Back Office team any issue related to the system and that cannot allow access remotely to the requestor for a proper check and resolution.<\/p>\n SBC\u2019s NOC:<\/strong><\/p>\n Work closely with SBC\u2019s NOC and have a total control on all incidents they manage until quick and complete resolution<\/p>\n Minimum Requirements:<\/strong>
\nLocation:<\/strong> Nation Wide<\/p>\n
\nDuties & Responsibilities:<\/strong>
\nIncident Management and SMS<\/p>\n
\nInform the field engineers and maintenance contractors of faults and track corrective actions till faults are cleared.
\nProvide on an hourly basis the network status and updates for sites down and every two hours the alarms status to the field engineers and Management. Escalation:
\nEscalate on time in compliance with the SLA to the appropriate resource and Management all critical network incidents in-order to take appropriate decision and speed up the resolution.<\/p>\n
\nResponsible for correctly forwarding tickets to field support engineers, following up on tickets and ensuring a speedy response.
\nReview and general clean-up of Ticket queue and ensure timely resolution to trouble tickets
\nReporting:<\/strong>
\nPrepare Reliable reports (Hourly report \u2013 High temp report \u2013 Handover report \u2013 Power issue \u2013 etc.) using word and excel on daily basis.
\nReport any failure not related to power to the concern partner, even when the power is solved for them to take necessary actions.<\/p>\n
\nCommunicate regularly with customers via e-mails or phone calls in-order to give them an update on the progress of their requests.<\/p>\n
\nAlways check the missed calls and ensure to call the related person to inquire about his request.<\/p>\n
\n3years Diploma in IT\/Electrical\/Telecommunication or any other related field
\nMinimum of 2 years working experience
\nFixed 12 months contract
\nExcellent computer skills and a strong knowledge of MS Word, Excel, Power-Point, Outlook, etc.
\nMotivation \u2013 Must be self-motivating and be able to easily motivate others.
\nHighly organized with consistently strong attention to detail.
\nAbility to think logically when under pressure.
\nTeamwork \u2013 Must be able to lead a team working deliberately and efficiently towards a common goal.
\nFlexibility \u2013 Must be extremely flexible and willing to adapt to the environments in which we operate while simultaneously not compromising accuracy and correctness because of the environment in which we operate.
\nInitiative \u2013 Must be willing to take the initiative in starting various tasks and not waiting to be told to do something.
\nTelecommunication Power Monitoring experience is a plus<\/p>\n