Engineer - Enterprise Service Operations Technology Information at MTN

Responsibilities
Key Performance Areas

• Operational effectiveness
• Perform intermediate troubleshooting on customer queries
• Troubleshoot technical escalations from first level support 
• Diagnose voice, routing, switching, firewall, MPLS and end to end hosting connectivity problems
• Proactive monitoring of customer circuits/lines and provide proactive feedback and escalations to the relevant parties for     resolution. 
• Troubleshooting of WLAN, LAN, VSAT ,VOIP,APN and wireless connectivity.
• Providing telephonic and email support to customers both inbound and outbound.
• Configuration of CISCO, JUNIPER, HP and Huawei devices.
• Configuration and troubleshooting of firewalls.
• Logging and resolving faults generated by management systems (REMEDY), 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.
• Report any deficiencies on technologies to management
• Correct misconfigured solutions
• Ensure failover(redundancy) takes place in the event that customer connectivity is down
• Provide login details an access to business applications to customers
• Ensure the escalation of technical queries to Tier 3
• Identify risk associated with technical design in changes
• Apply expert knowledge of client’s services, technology as well as hardware and software.
• Utilize network performance monitoring tools (IRIS, CUSTOMER PORTAL, LOKI, OCOM) to isolate and root cause issues

Customer Service

• Update clients on all outstanding calls, regularly (within expertise and defined parameters)
• Manage multiple client requests and ensure customer satisfaction in a demanding environment 
• Adhere to quality assurance standards with regards to communications with customers 
• Proactively monitor customer services to create a positive customer service experience
• Continually improve all aspects of service delivery
• Resolve 90% of all incidents assigned 
• 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.
• Meet or exceed customer expectations on response quality, timeliness of responses and overall customer experience.

Communication and Coordination

• Communicate effectively with customers during service affecting periods and manage customer expectations 
• Serve as internal and external point of contact on customer escalations and ensure customer issues are resolved as expediently as     possible
• Notify the Implementations Team of recent incorrect client Configurations
• Forward feedback reports.to customers after services have been reinstated
• Investigate and reproduce possible service defects and provide details to Third line
• Manage escalated issues and collaborate with other internal departments to expedite resolution.

Business Support

• Provide technical support to EBU technicians
• Provide recommendations to customer and to the service manager where solutions are not working efficiently
• Ensure adherence to all network and security policies and processes
• Ensure adherence to the escalation process to third parties
• Attend handover meetings of new customers and products with the implementation team

Qualifications
Education:

• 3-year degree or National Diploma in Engineering Light Current
• Valid and complete CCNA 
• CCNP / CCIP advantageous
• JNCIA certification advantageous

Experience:

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