Wireless Engineer / Otsc Analyst

Position Description – OTSC Analyst

Join our world-class team at the Operational Technology Support Centre (OTSC), a premier remote support facility delivering specialised network and application support to global mining operations. As an OTSC Analyst, you will be an integral part of our dynamic team, operating 12 x 7 (day shift only!), under the guidance of OTSC Team Leaders and Support Services Manager.

About Us: The OTSC provides top-notch helpdesk services, handling calls, emails, triaging, and logging client support requests in FTP's ticket management system. Our commitment is to deliver prompt, professional, and diligent support while maintaining a respectful and productive workplace environment.

General Goals and Mission: As an OTSC Analyst, you are expected to adhere to FTP’s Code of Conduct and Values, prioritise safety, and continuously seek professional development opportunities.

Skills and Qualifications

Mandatory

• Previous experience in a communication/systems role
• Proficient level of computer skills
• Tertiary qualification in electrical/electronic engineering, communications systems engineering, or equivalent experience.
• Demonstrated experience in designing, delivering and/or supporting end-to-end wireless network solutions,
• Mining - Wireless OT Network experience,
• Experience with AVI, Cisco, Cambium and Rajant Wireless Hardware,
• Experience with Tetra (or P25/other digital radio systems),
• Familiarity with IP Networks (Routing, Switching and Firewalls),
• Strong attention to detail and excellent communication skills,
• Ability to work collaboratively to implement and maintain standards across all areas,

Desirable

• LTE support experience,
• Experience with a Fleet Management system with HP GPS i.e. MineStar, Modular, Jigsaw
• CCNA/CCNP Certification,
• ITIL v3/4.

 Roles and Responsibilities:

• Provide support and troubleshooting for mining clients site communication infrastructure, including the wireless and LTE Network used by the client Fleet Management Systems (e.g. MineStar, FrontRunner) to ensure safe and efficient operation.
• Analyse equipment failure trends and recommend replacement equipment and components or continuous improvement projects.
• Monitor telecommunication systems performance and actively seek opportunities for continuous improvement,
• Provide frontline network and systems monitoring with critical response to clients.
• Deliver Root Cause Analysis (RCA) for incidents impacting asset availability or the site Fleet Management System (FMS) in line with service scope and SLAs.
• Offer technical and system administration support, rectifying level 1 IMS application-related issues.
• Maintain the security and integrity of IT systems.
• Contribute to the creation and maintenance of OTSC standard operating procedures and FTP technical documentation.
• Collaborate with cross-functional teams to enhance the entire customer experience.
• Contribute insights to the OTSC services and IMS roadmap through understanding end-user needs.

Customer Relations

• Facilitate all aspects of customer service, aiming for quality outcomes.
• Foster an environment of continuous improvement by challenging existing practices and investigating new opportunities.
• Build positive working relationships for a team-based culture of cooperation and communication.
• Collaborate with other vendors to ensure shared client or business objectives are seamlessly achieved.

Embark on a journey where your expertise will shape the future of remote support capabilities, and your commitment to excellence will contribute to our global success. Join us at the forefront of cutting-edge technology and become an essential part of the OTSC legacy.