Tier 2 Support Specialist

By 10/10/2017 No Comments
 Job Title: Tier 2 Support Specialist  Date posted:  10/09/2017 
 Location: Johannesburg  Travel Required:  Yes
 Salary Range:  Negotiable  Position Type:  Permanent

Job Description

Job Purpose:

The Tier 2 Support Specialist provides surveillance and IP network operations troubleshooting, identify and resolve incidents in multiple, complex networks and transmission systems.

Job Description:

  • The successful candidate will function as part of National Network Operations team, reporting to the NOC Manager, within the FibreCo NOC in alignment with the FibreCo strategy.
  • The candidate is expected to have a thorough understanding of core transport networks as well as the supporting infrastructure and systems for these networks (fibre, OSP, management systems, ancillary systems).
  • The Tier 2 Support Specialist will provide technical support within FibreCo Operations & Maintenance and the FibreCo NOC, according to set processes, policies and procedures in line with FibreCo operations.


  • Provide technical support for all internal and external maintenance teams while working on network faults.
  • Assist maintenance technicians with troubleshooting the network repairs by using relevant systems (NQMS, ADVA NMS, etc.)
  • Maintain and manage FibreCo facilities
  • Communicate with customer technical teams when needed, to resolve issues.
  • Alarm monitoring of network element management systems in the designated areas.
  • Continually evaluate and improve reporting of element management systems into a national platform.
  • Prohibit all users from the network who do not comply with the agreed standards, as security management.
  • Access and interpret network element alarms, feeding back findings to NOC technicians and field teams.
  • Perform surveillance of element management systems during planned work / change control to ensure prompt network status messages are fed back to NOC and field technicians.
  • Interact with customers to provide professional and accurate technical feedback applicable to services provided, using relevant network elements.
  • Co-ordinate maintenance programs, required to ensure pro-active improvement of network stability, affected by outside plant as well as network elements.
  • Work with Technology & Infrastructure and Project Management departments, in managing the Operational Readiness (OR) process on hand-over to the NOC.
  • Advise management when network elements reach end-of-life and assist with upgrades.
  • Any additional or ad-hoc functions can be requested to be done as and when required.

Minimum Requirements:

  • Grade 12
  • Degree or diploma (Telecommunications)
  • 2 years’ experience in Network Support environment
  • Fibre Optics and Transmission knowledge compulsory
  • Advanced Excel
  • Driver’s license
  • Administrative skills