Nexio
Technical Officer: Access SOC
Nexio
Midrand, Gauteng
Permanent
Posted 29 October 2025- Closing Date 03 November 2025
Job Details
Division
Services
Minimum experience
Associate
Company primary industry
Information Technology and Services
Job functional area
Information Technology
Job Description
ROLE PURPOSE
The Technical Officer is responsible for providing end-to-end support, fault resolution, and service assurance for Vodacom Business customers across multiple access technologies, including Fibre, Microwave, VSAT,LTE/ 3G and SD-WAN. The role ensures efficient management of incidents from initial logging through to resolution, maintaining high service quality, and meeting customer SLA requirements. The incumbent will troubleshoot network and connectivity issues, coordinate with internal support and field team, and drive continuous improvement through problem management and process enhancement. A strong customer-centric approach, technical proficiency, and commitment to service excellence are key to success in this role.
ROLE ACCOUNTABILITIES/ KEY ACTIVITIES
End2End troubleshooting and extreme ownership of all tickets and in his / her queue
To provide support for the Access SOC
Team customers with the products, services and solutions offered to
Vodacom Business customers
These are, but not limited to:
Wide area network access services
(MPLS/ VPN/ SD-WAN/ Business Connect)
Fibre
Microwave
VSAT
Wireless GSM- LTE and 3G
Diginet and ADSL as end of life solutions
Voip
Internet Access
Exclusive of any emerging technologies such as SD-WAN, Business Internet, Business Connect
Acknowledge tickets within 15 minutes of allocation to the Access SOC.
Manager the customers End to End and ensure periodic updates are provided till resolution (on request or hourly).
To undertake quality assurance (QA) and control checks during support activities.
Analyse daily open case reports and ensure appropriate and accurate action is taken.
Accurately troubleshooting faults within 30 minu or less and conduct First Call Resolution or assign to the next resolver team with analysis of your findings.
Assigning tickets in the correct method to 3rdline Assurance where applicable or to the Field Operations Team for field technician dispatching.
Providing a reason for outage (RFO) to the customer for all tickets.
QUALIFICATIONS & EXPERIENCE
Matric minimum requirement
National Diploma/ Degree in a scientific/ information technology discipline (beneficial)
CCNA certification
CCNP will be of benefit
ITIL Foundation (beneficial)
SD-WAN experience
Perform quality assurance to ensure set of standards are maintained.
Understanding of MW/Fibre optimal operations.
Service Migration.
Atleast three years customers service experience in a technical role (essential) and Broadband technologies.
Practical and systematic approach to work.
Telecommunications industry experience
Experience working with OSS/BSS software as end user or from working in the telecommunications sector.
Communication skills in dealing with customers ( beneficial).
Extreme ownership on Service cases logged and customer feedback.
Atleast 3 years 2nd Line support experience.
ADDITIONAL REQUIREMENTS:
Standard day shift: 8am – 5pm
rotational shifts with 9hr shift (1hr lunch included)
2pm – 11pm and 10pm – 7am Monday – Sunday.
