Operations Engineer at Frontier Optical Network (FON)

Reports to:

General Manager, Operations

Responsible for (Direct reports):

Network Technician

Job grade:

FON-5

Job Purpose:

The operations Engineer analyzes network-related problems reported by clients, diagnoses the most effective method to resolve the problem and implements the solution; installs, maintains, and troubleshoots the FON Network, data communications and all peripheral equipment. The Engineer is to supervise the Network Technician to achieve the above mentioned goals.

Responsibilities (Functions and duties):

• Configure, maintain the core network equipment.
• identify, troubleshoot and resolve problems in the performance of the network for clients and internal users
• troubleshoot and solve network problems;
• provide technical support to end-users regarding supplied hardware and software;
• install, test, certify and troubleshoot networking cabling systems;
• commission client premises equipment;
• provides technical expertise to end-users regarding optimal set-up for software, hardware and network use;
• install, configure, monitor and troubleshoot a wide range of network and data communications software and hardware;
• train end-users in various software applications and network-related procedures;
• supervise contractors in the implementation of the above functions related work as required.
• Identifies, troubleshoots and resolves hardware-, software- and network-related problems encountered by end-users.
• Configures and installs software and equipment for the access network design.
• Trains end-users on the use and features of the various operating systems and applications on the various platforms.
• Performs primary network system administration on network equipment as needed.
• Uses established tracking system to log requests; monitors progress, tracks problem resolution,
• Identifies patterns of failure, researches bug fixes and implements solutions; communicates with manager regarding unresolved problems.
• Works with vendors to resolve hardware operating system issues; researches and tests possible solutions and implements solutions .Analyzes bugs in system and application software; researches and tests possible solutions; implements solutions.
• Optimizes equipment usage by researching and recommending enhancements to system capabilities and performance.
• Enforces the FON network security and installation procedures.
• Participate in a 24x7 call-out rota if required.
• Performance Measures and Targets:
• Network Infrastructure that will have uptime availability 99.9% of the time
• Network Infrastructure that will have network quality of 99.9% compared with the commissioning metrics.
• Network security preventing attack incidents 99%
• Infrastructure Change Management to ensure network stability 99.9% of the time
• Manage Customers’ SLAs to achieve 95% success.
• Manage operational costs and operate within the budget 99.9% success.
• Customer management and customer request achievement of 95% success.
• Management of timely and proper reports delivered to management at an efficiency of 100% of the time
• Manages leave schedule and staff management 100% of the time to fall within the allocated month of the year.
• Continuous assessment of staff members giving them feedback for improvement and motivating best performers
• Systematic resolution of faults and client issues. This is measured by the turnaround time and accurate reporting
  Good rapport with the 3rd party suppliers
• Good relation with the clients
• Good working relation and co-operation with staff members
• Good rand regular reporting.
• Ticket generation and closing

Role Reports:

• Weekly & Monthly reports to the General Manager, Operations
• Quarterly Reports to the General Manager, Operations
• Monthly System checks and reporting to the General Manager, Operations

Experience:

3 years in telecommunications with at least 1 year working experience in a Telecom/Engineering Company/PDNO/ISP environment

Qualifications:

• B.Eng or B.SC degree
• Annual educational enhancement by acquiring additional degree/ diploma / certificate either in technical, financial, management or administration.
• Professional: Registration with Professional Engineers (ARB)

Specialist knowledge required:

• Knowledge of various Engineering Operating software
• Knowledge of Programming and well versed with current IT solutions
• Knowledge of Hardware and software systems
• Knowledge of Networks, network administration and Installation
• Knowledge of standard desktop application

Personal Skills & Qualities

• Management skills
• Technical / analytical ability
• Methodical & organized
• Team worker
• Communication skills
• Good analytical skills
• Holistic in approach to fault resolutions
• Tools/Facilities required:
• Desktop computer/Laptop computer