Firmly established as Africa’s carriers’ carrier, award-winning capacity wholesaler WIOCC provides international and African telcos and ISPs with unrivalled high-speed, resilient and diverse capacity into, within and out of Africa.

Reporting Line: TAC Manager

Job Objective

Provide 2nd level technical support, resolve escalated incidents and assigned problems, coach the first level NOC team and manage the WIOCC network. To be acknowledged as the technical expert within the company.

Key Duties & Responsibilities:

• 24/7 2nd Level TAC technical interface, escalation / on-call
•  Problem resolution, direct NOC & Field Support
•  Mentorship & training of Operations team on technical competency
• Technical shareholder support /shareholder consultancy, service management and sales support
• Network equipment vendor management
• Network installation, testing & commissioning, bringing into service and integration
• Network quality and performance management assist with creation of ad hoc reports as needed
• Operate disaster recovery for NOC
•  Assist other departments and lead and report on projects as requested
• Deputise for TAC Manager as directed

Requirements

Minimum Qualifications:

• Bachelor’s degree (or equivalent) in a technical field
•  Technical certifications Optical networking, CCNA or JNCIA (essential), CCNP or JNCP (desirable) or equivalent

Experience & Skills:

• Requires minimum of 4 years’ technical experience in telecom industry, managing complex optical network, with desirably at least 2 years in second level technical support
• Knowledge of platforms including Fibre, DWDM, OTN, SDH, Data (Ethernet, IP/MPLS, ISIS, BGP, L2VPN)
• Knowledge in supporting transmission and switching equipment from leading manufacturers. i.e. Mikrotik, Juniper, Tejas Networks etc.
• Experience in network monitoring tools e.g., Cacti, MRTG, PRTG, NPM etc
• Experience in internal systems e.g., mail servers, domain servers, operating and application systems
• Ability to share knowledge and mentor other team members
• Effective written and verbal communications skills evidenced by previous work history and accomplishments
• Excellent communications and soft skills, including ability to listen to and summarise and concisely share key information with clients
• Must use B/OSS tools effectively to record information accurately and concisely in a timely manner
• Demonstrate ability to manage multiple priorities and solve problems in a fast-paced environment

Attributes

• Client focused, relationship builder
• Integrity, honest with high ethical standards
• Boundless, passionate and flexible
•  Personal excellence, accuracy and attention to detail
• Collaborative, achieve results through teamwork and partnerships
• Strong analytical skills and able to collate and interpret data from various sources
• Excellent English language communicator with a natural aptitude for dealing with people