Engineer - Customer Hosting Technology Information at MTN

Key Deliverables and Operational effectiveness

Fulfilment and Projects

• Action the fulfilment of client orders in MTN Data Centres and MTN switching Colocation environments.
• Action decommissioning orders in MTN Data Centres and MTN switching Colocation environments and ensure the space is prepared to accommodate new customers.
• Translate customer business requirements into a technical solution within MTN Data Centres and MTN Switch Colocation environments.
• Ensure all client documentation is created/updated post implementation phase.
• Execute Hosting related projects within MTN Data Centres and MTN Switch Colocation environments according to project schedules.
• Prepare co-locations space within MTN Data Centres and MTN Switch Colocation environments, including assisting in customers installations if required, and in co-ordination with MTN Mechanical and Electrical (M&E), Network Implementation and other MTN resources where applicable.
• Technical vetting of customer hosting services designs
• Perform regular audits of customer installations to ensure correct customer billing. 

Support

• Provide post-sales support and maintenance of MTN cabling and Rack hosting infrastructure.
• Deal with problem situations and project work timeously and efficiently, displaying effective time management and time allocation according to project deadline and incident severity.
• Provide MTN client onsite hosting support.
• Provide effective incident and task management, incorporating resolution through updating, logging, or escalation of incidents and /or faults in ticketing, project and other systems when required.
• Ensure effective resolutions of escalated client support logged tickets via co-ordination with MTN Client Support.
• Maintain high standards of process adherence during incident resolution and customer implementations.

Customer relations 

• Build and maintain solid relationships with clients to assist with client retention and identify up-sell opportunities.
• Carry out effective and timeous deployment of MTN Business Solutions products, ensuring that customer solutions are delivered timeously, within company policy, that SLA terms are adhered to and all processes are satisfied.
• Understand customer needs and provide input into the development / fine-tuning of solutions accordingly.
• Contribute towards initiating change to continually improve all aspects of hosting services delivery.
• Ensure all customer queries are attended to and resolved within agreed SLA’s. 
• Adopt a proactive approach to prevent incidents from arising in the future.
• Update MTN Support on all escalated calls

General

• Ensure continued personal and technical development for the client services that are supported.
• Liaise with platforms Service Providers and Vendors
• Maintain knowledge of various vendors’ hardware/software product lifecycles.
• Assist with budgeting and network capacity planning.
• Providing input to the disaster recovery plans for all hosting services.
• Involvement in the planning and design for all hosting services
• Maintain ICT governance, processes and formal controls of all hosting related services
• Involvement in the development of innovative network solutions with a strong focus on converged products that differentiate MTN in the market.
• Maintaining the standards for service installations and related applications.
• Collaborate with technical product development team to ensure successful product development that uses hosting platforms. 
• Develop and continually optimise the end-to-end process flow to ultimately ensure customer satisfaction.
• Develop relevant documents as input to technical teams. 
• Contribute to solutions and out-of-the-box thinking to ensure speed to market.
• Ensure solutions provide excellent customer experience for end subscribers. 

Network Optimisation & Performance

• Ensure quality objectives are met and maintained.
• Track and report on performance problems and performance improvements.
• Investigate performance issues, working with switch site engineers and M&E engineers, and identify changes required 
• Provide input into the hosting aspect of tender evaluations and formulations

Operational Excellence

• Maintaining knowledge of current technology trends.
• Constant upskill technological skills as is relevant to a Tier 1 ISP.
• Assist with troubleshooting of hosting services and systems-related issues. 

Supervisory / Leadership / Managerial Complexity: 

• Mentor and Coach graduate engineers
• A high level of self-management and ongoing investigation is required for this position.
• Engineers must be proficient in the ability to manage their day-to-day tasks/projects, work within given Time Scales and inform management in urgent scenarios when additional resources are required to ensure deadlines are met.
• Engineers must be proficient in the ability to manage their time accordingly.

Role Complexity: 

• Systems involved directly support a Tier1 ISP and focusing on scalability and availability aligned with existing network topology and services.
• Must be competent in compiling reports.

QUALIFICATIONS

Job Requirements (Education, Experience, and Competencies)

Education:

• Minimum CCNA or equal related network certification
• Cabling and connectivity medium certification is advantageous.
• 3-year degree/diploma in IT or related is required 
• Fluent in English

Experience:

• 3 years Client Hosting environment experience 
• Minimum of 2 years work in a networking field, including networking Layer 2 and 3
• Client facing working experience.