Engineer - Implementation.Technology Information at MTN

JOB DESCRIPTION

Mission

• This role exists to effectively implement all customer solutions and provide high level technical support to MTN Business Clients, post implementation.

RESPONSIBILITIES

Key Performance Areas

Implementation Engineering

• 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.
• Ensure all 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
• Provide advice on the best approach to reach the best results.
• Own customer experience performance, manage it and put in place corrective measures if needed

Service enhancement 

• Put feedback systems in place to improve and adapt services to changing demands Recommend changes to services based on the analysis of the trends and patterns identified in the real-time operational performance data Get first-hand client information and use it for improvements in customer services and support

QUALIFICATIONS

•  Matric or equivalent
• 3 year Degree / Diploma in Technology Systems (Telecommunication Management / Information Technology) or related
• CCIP/CCNP working towards CCIE certification
• Juniper JNCIA M-Series Certification advantageous
• IT related National Diploma or Degree advantageous

Experience:

• Minimum 5 years ISP experience in similar role
• Minimum 5 years CISCO or JUNIPER experience
• Minimum 3 years customer facing experience
• VOIP experience advantageous
• Security experience advantageous