Engineer - Support Engineer Network Technology at MTN

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

RESPONSIBILITIES

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

[12:29] Rosetta Nyathi [ MTN South Africa ]

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