Engineer - Customer Implementation Engineer.Technology Information at MTN

JOB DESCRIPTION
Mission  

• To effectively implement all customer solutions and provide high level technical support, post implementation. 

RESPONSIBILITIES
Key Performance Areas:                        

• Operational effectiveness
• Provide assistance to clients and staff (on-site if required) with hardware installations during and after hours.
• Provide effective incident and/or task management and resolution through updating, logging or escalate incidents and /or faults in Remedy and other systems if    required
• 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 post sales support and maintenance of client networks if required
• Translate and implement customer business requirements into a technical solution.
• Ensure effective resolutions of escalated complex problems and escalate to high  level support if required.
• Maintain high standards of quality during incident resolution and customer implementation.
• Ensure all client documentation is created/updated post implementation phase.
• Execute projects according to project schedules.
• Prepare co-locations space in MTN data centres and assist customers with installation of equipment if required
• Provide onsite hosting support if required
• Technical Vetting of customer designs

Customer relations 

• Build and maintain solid relationships with client 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 that the customer is satisfied.
• Update client on all escalated  calls on a regular basis 
• Understand customer needs and provide input into the development / fine-tuning of solutions accordingly
• Contribute towards initiating change to continually improve all aspects of service delivery
• Ensure all customer queries are attended to and resolved within agreed SLA’s 
• Adopt a proactive approach to prevent problems from arising in the future.

General

• Contribute towards initiating change to continually improve all aspects of service delivery
• Ensure continued personal (technical) development.

QUALIFICATIONS
Education:   

• Matric or equivalent 
• CCIP/CCNP working towards CCIE certification  
• Juniper JNCIA M-Series Certification advantageous
• IT related National Diploma or Degree  advantageous 

Experience:

• Minimum 5 years or more  ISP experience
• Minimum 5 or more years of CISCO or JUNIPER 
• Minimum 5 years customer facing experience 
• VOIP experience advantageous
• Security experience advantageous