Specialist - Assurance.Technology Information at MTN

RESPONSIBILITIES;

Operational effectiveness:

• Perform intermediate to advance troubleshooting on customer queries
• Proactive monitoring of customer circuits/lines and provide proactive feedback and escalations to the relevant parties for resolution. 
• Troubleshooting of WLAN, LAN, VSAT and wireless connectivity.
• Providing telephonic and email support to customers both inbound and outbound.
• Configuration of CISCO and JUNIPER devices.
• Configuration and troubleshooting of firewalls.
• Logging and resolving faults generated by management systems, completing fault resolutions and changes and  closing the ticket only once all relevant parties are satisfied (according to SLA terms).
• Log tickets with 3rd party suppliers, following up and updating clients appropriately.
• Ensure that resolved problems are closed with full and accurate resolution descriptions in the company’s ticketing system.
• Carry out configuration of network devices according to standards.
• Adhere to quality assurance standards with regards to communications with customers 

Service enhancement:

• Escalate to relevent technical teams as per set severities 
• Update clients on all outstanding calls, regularly (within expertise and defined parameters)
• Communicate effectively with customers, colleagues and management especially in times of crisis 
• Manage multiple client requests and ensure customer satisfaction in a demanding environment 

Customer Service:

• Ensure adherence to all network and security policies and processes 
• 90% first call resolution  service centre environment, dealing directly with customers
• Notify the Implementations Team of incorrect client Configurations
• Responsible for resolving client calls (within expertise and defined parameters).
• continually improve all aspects of service delivery.
• Identify trends / patterns pertaining to customer requests and needs and filter this information through to relevant areas of the business to continually improve all aspects of service delivery.
• Feedback reports.

QUALIFICATIONS

Education:

• BSc Degree in Electrical Engineering (Light Current) or 3 year National Diploma in Electrical Engineering (Light Current) or equivalent 3 year qualification and :
• With Valid and complete CCNA 
• With CCNP / CCIP advantageous
• With JNCIA certification advantageous

Experience:

• Minimum of 3 years’ experience in  IP routing within an ISP environment 
• Experience in enterprise WAN environments is beneficial

Training:

• CCNA / JNCA or equivalent certification required for 24/7 work
• Cisco configuration and problem solving
• WAN and LAN technologies
• Client Service – methodologies and techniques
• SLAs
• Product and systems training