1st Line Assurance Engineer

ROLE PURPOSE

To provide high-level, high-quality assurance role to Vodacom Business cooperate clients, in the Customer Services Operations Centre (CSOC) Resolver Team 2.

ROLE ACCOUNTABILITIES / KEY ACTIVITIES

• To provide a high-level, high-quality service assurance role to Vodacom Business corporate clients, in the Customer Services Operations Centre (CSOC) Resolver Team
• Support all technical aspects of a Converged Network infrastructure, MPLS, SDWAN
• Reporting of all incidents to relevant parties
• Liaising with Client on all technical related events and fault resolutions
• Fault Management update on Siebel SRM
• Client update and follow up until incident closure: Complete understanding of ITIL practices.
• Cross collaboration with all levels within the Organization
• Service request management
• Fault diagnosis / Troubleshooting
• Monitoring
• Vendor management