Derick
1st Line Assurance Engineer
Nexio
Midrand, Gauteng
Contract (2 Years)
Posted: 30 April 2026 | Closing Date: 14 May 2026
Role Overview
Nexio is seeking a skilled 1st Line Assurance Engineer to join the Customer Services Operations Centre (CSOC) Resolver Team supporting Vodacom Business corporate clients. This role focuses on high-quality service assurance, technical fault management, and first-line network support within a fast-paced telecommunications environment.
The position is critical in ensuring uninterrupted service delivery across converged network infrastructures, including MPLS and SD-WAN environments.
Core Purpose
To provide first-line technical assurance and network support to enterprise clients by monitoring, diagnosing, troubleshooting, and resolving incidents within ICT and telecommunications infrastructure, while ensuring adherence to ITIL service management principles.
Key Responsibilities
1. Service Assurance & Incident Management
- Provide high-level service assurance support to corporate clients
- Log, track, and manage incidents through to resolution
- Ensure accurate updates on incident management systems (e.g. Siebel SRM)
- Escalate complex technical issues to appropriate resolver teams
- Ensure timely incident closure and client satisfaction
2. Network Support & Troubleshooting
- Support converged network infrastructure environments (MPLS, SD-WAN)
- Perform fault diagnosis and technical troubleshooting
- Monitor network performance and identify service disruptions
- Assist in resolving connectivity and service-related faults
3. Client Communication & Updates
- Provide regular updates to clients on incident status
- Liaise directly with customers regarding technical faults and resolutions
- Ensure clear and professional communication throughout incident lifecycle
- Maintain strong client relationships through proactive support
4. Service Desk & First-Line Support
- Provide 1st line technical support within the CSOC environment
- Handle service requests and ensure proper logging and resolution
- Assist with basic technical queries and escalation coordination
- Ensure adherence to SLA commitments
5. Monitoring & Reporting
- Monitor network systems for faults and performance issues
- Report incidents to relevant internal and external stakeholders
- Maintain accurate records of faults, resolutions, and service requests
- Support operational reporting requirements
6. Vendor & Cross-Team Collaboration
- Liaise with internal technical teams and external vendors
- Coordinate fault resolution across multiple support groups
- Collaborate across departments to ensure efficient service delivery
- Participate in escalation management processes
7. ITIL & Process Adherence
- Apply ITIL best practices in incident, problem, and service request management
- Ensure proper documentation of all service-related activities
- Follow established operational procedures and workflows
- Contribute to continuous service improvement initiatives
Minimum Requirements
- Grade 12 (Matric)
- Valid Cisco Certification (CCNA required)
- 3–5 years’ experience in networking environment
- At least 1–2 years’ experience within a service provider environment
- Strong understanding of ICT and telecommunications industry
Technical Knowledge Required
- MPLS networks
- SD-WAN solutions
- IP networking fundamentals
- Telecommunications systems (including GSM exposure advantageous)
- Network fault diagnosis and troubleshooting
Key Competencies
- Strong analytical and problem-solving ability
- Ability to work under pressure in a 24/7 operational environment
- Strong communication and client engagement skills
- Attention to detail in incident tracking and reporting
- Ability to follow structured ITIL processes
- Team collaboration and cross-functional coordination
- Ability to learn and adapt to new technologies
Behavioural Competencies
- Decisive and proactive in incident handling
- Strong organisational and planning ability
- Continuous learning mindset
- Ability to apply technical expertise effectively
- Professional and client-focused attitude
Closing Summary
The 1st Line Assurance Engineer role at Nexio is a critical technical support position within a high-performance CSOC environment. It is ideal for a networking professional with strong troubleshooting skills and telecoms experience who is comfortable working in a fast-paced, service-driven environment supporting enterprise clients.
