Surveillance Technician – Network Operations Centre

  • Full Time
  • Lusaka, Zambia
  • Applications have closed.


Job Purpose

Responsible for all real-time monitoring of Transmission network alarms and alerts received from the NMS, EMS and NE’s. The incumbent will be responsible for identifying and diagnosing all network alarms/alerts and performing first level intervention on all incidents before raising escalation tickets to Network Support and/or Field Teams.

Key Responsibilities

Alert/Alarm Management

  • To ensure effective monitoring of all network and service alarms in all transmission and customer connections

Problem Management

  • Undertake first level problem Diagnosis, Correlation, and intervention.

Ticket Management

  • Raising of Trouble Ticket
  • Escalation to appropriate teams until resolution
  • Closure of TT
  • All stakeholder notification


  • Update the incident management system with appropriate information whenever any incident occurs.
  • Escalate all matters on time so that service is restored asper SLA metrics agreed with clients.
  • Report on all matters affecting service quality.

Health Checks

  • Perform basic daily and weekly system health checks to ascertain system uptime.

Customer Support

  • Handle support calls and advise clients in customer friendly manner.


  • Always ensure compliance to privacy and security standards
Knowledge, Skills, Qualifications and Experience
  •  Diploma in Telecommunications or a relevant qualification
  •  Member of EIZ or ICTAZ or any relevant body
  • 1 to 2 years’ experience working in a support role or in the Network Operations Centre
Competencies required for this Role

Key Knowledge Extensive knowledge and hands on demonstrated capability of performing basic troubleshooting on ICT equipment, power & cooling equipment and access control.

Key Skills

  • Identifies problems/issues.

People Skills

  • Ability to quickly respond to any incident.
  • Analytical thinking and eager to learn.
  • Business understanding
  • Communication skills

Key Attributes/Competencies    

  • Able to set own priorities.
  • Uses discretion to complete assignments.
  • Independently applies knowledge of technical practices and specialty area standards.
  • Sober and ability to follow safety rules and procedures.
  • Independently completes assignments.
  • Cultivates good peer working relationship
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