Engineer - Support Contact Center Management Customer Operations at MTN

Job Description

• The Purpose of the role is to provide technical support to supersonic customers and contact centre agents with the aim to resolve all technical issues escalated to level 2 within SLA. Proactively monitor supersonic network performance and uptime. Effectively and efficiently handle escalations with customers, internal stakeholders, FNO’s and ISP’s. Accept warm transfers, assist Contact Centre Agents assist walk-in customers and when required to, join the contact Centre queue if the call volumes spike.

Responsibilities

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.

Knowledge

• Understanding of Fibre technologies and related problems
• Understanding of LAN and WAN Network topologies
• Understanding of Wi-Fi 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

Qualifications

Education

• A+, N+, ITIL and CCNA
• IT Diploma or related - Advantageous 

Experience

• Minimum of 4-5 years’ experience in area of specialization (IT\Technical)
• Experience working in an ISP environment