MTN Engineer - Support Engineer Network Technology Jobs in South Africa
MTN Engineer - Support Engineer Network Technology Jobs in South Africa
Mission/ Core purpose of the Job:To provide telephonic support to the MTN Supersonic customers thereof, ensuring that the Supersonic networks performance and uptime is functioning as per the KPI’s associated to the network and quality instilled on the customers thereof.
Going above the call of duty and assisting with new customer services and or installations where required
Mission/ Core purpose of the Job:
To provide telephonic support to the MTN Supersonic customers thereof, ensuring that the Supersonic networks performance and uptime is functioning as per the KPI’s associated to the network and quality instilled on the customers thereof.
Going above the call of duty and assisting with new customer services and or installations where required
Key Performance Areas
Task Execution:
Work in a team environment to support end user clients
Maintain a high degree of first time resolution for all support queries
Provide remote and telephonic support
Coordinate Internal and external field support
Provide standby support on rotation with the team
Support:
All assigned customer support related tasks
Fault Resolution – Layer 1,2,3
Troubleshooting:
Internet connection faults
IP Telephone connection and call quality
Monitoring of Fibre Network
Setup and troubleshooting of Email
Trouble Ticket Management
Trouble shoot on 3rd Party Networks
Troubleshoot with Supersonic Core
Dispatch and support Field Technicians
Network:
Document Customer network details
Install / manage customer networks – VoIP; GPON; Layer 3 Routers
Monitor to ensure uptime of customer network elements
Allocate / configure IPs to customers.
Monitor uptime of all customers
Monitor quality of service (quality of calls) to all customers
Monitor, report and restore last mile links
Basic office network / test bench management
Documentation:
Keep technical support guides updated with new problems / scenarios.
Keep all customer documentation up to date
Write Guides for other users. Internal and external to Clear Voice
Document System Changes and any other new systems.
Measures (KPIs for job)
Ensure quality assurance standards on all projects are met
Ensure projects completed within SLAs with minimum rejections.
Ensure processes and procedures are streamlined and adhered to achieve agreed turnaround times.
Ensure average time to close tickets is met from the time the ticket is escalated to customer implementation engineering
Ensure that all installations errors are corrected (such as duplicates, missing installed items, hosting console errors).
Own customer experience performance, manage it and put in place corrective measures if needed
Ensure all customer queries are attended to and resolved within agreed SLA’s
Ensure that client specifications are met and that the client is satisfied with the end service
Ensure Mean Time To Repair (MTTR) is met for the organisation
Qualifications
A+, N+, CCNA
12:30 Rosetta Nyathi MTN South Africa
Education:
A+, N+, CCNA
Experience:
Minimum of 4-5 years’ experience in area of specialisation (IT\Technical)
Experience working for an ISP
Knowledge
Understanding of Fibre technologies and related problems
Understanding of LAN and WAN Network topologies
Understanding of WiFi technologies – Configuration (Including Encryption and Authentication) and Troubleshooting
GPON Fibre Network Knowledge
Knowledge of Cat5 Cabling
IP Phone knowledge
Mikrotik knowledge
Hosted PBX interface knowledge
Oracle CRM Experience
Router Configuration and Troubleshooting
Basic SIP knowledge
Remote and Telephonic Troubleshooting
Basic IP networking
.subnetting
.routing
.NAT
.port forwarding
Other specifications:
Attitude of Innovation, inventiveness & thought leadership
Must be a Problem Solver
Must be Customer Centric
MS Office (Word, Excel, and Outlook)
Understanding of marketing processes in telecom industry
Worked across diverse cultures and geographies
Indepth knowledge of telecoms architecture and industry trends and analyse new technology trends and innovations
Must be willing to work overtime
Must be willing to work shifts
How to Apply
For more information and job application details, see; MTN Engineer - Support Engineer Network Technology Jobs in South Africa
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