Specialist: Mobile Network Customer Support Eng at Telkom

Core Description

• Responsible for investigating and resolving end-to-end mobile network-related customer queries, improving overall network quality, and ensuring service quality.
• The role also serves as a liaison with third-party teams, Operations, Core teams, and RNP/O teams to enhance overall network quality.

Job Responsibilities

• End-to-end Investigating and resolving mobile network-related customer complaints.
• MSISDN level subscriber call traces analysis and troubleshooting.
• Network field measurements and System Measurement data analysis, i.e., Drive Test Logs, etc.
• Liaise with Network Planning and Optimization teams to resolve network quality problems.
• Technical engagement with the vendors on Network Quality issues and Network-related customer complaints investigations and resolution.
• Correlation of network optimization activities to end-user network service experience improvements.
• Measure and quantify network-related customer quality of experience.
• Correlation of network performance data and network faults to network-related customer quality of experience.
• Design and develop customer experience metrics and reports.
• Field Technician’s measurement analysis and reporting.
• Passive and Active probe trace analysis.
• Provide mentorship and on-the-job training to junior staff.
• Mobile Network Customer Complaint BIN management.
• Service Vendor SLA Management.

Core Competencies

Functional Knowledge

• Sound IT Skills and Tools; Device Configuration (i.e. laptop; Mobile devices and CPEs etc); MS Office Product Suite Word; Excel and Power Point etc.); Any computer scripting language, Visual Basic, Python; SQL etc.; Database Management; Data Visualisation tools (i.e. MapInfo, Power BI, Tableau, QGIS etc.); Post-processing Tools; Use OSS tools to investigate, troubleshoot to resolve network issues; Reporting; Executive and Technical Report writing; Mobile network protocols and signalling

Functional Skills

• Mobile network optimization and troubleshooting; Field measurement and post-processing techniques, and associated tools; Mobile technologies like 5G; LTE; VoLTE, WCDMA, GSM, Wi-Fi, etc.; Mobile network RF planning and associated tools; Mobile network performance analysis; Problem-solving and Analytical

Competencies (Behaviour)

• Customer-centric; Proactive and niche creativeness; Team player; Ability to work with a cross-functional team

Certifications

Education

• NQF 7: 3 year Degree

Experience

• 5 Years relevant experience

Additional Information

Certification, Qualifications and experience:

• Qualification - Bachelor’s Degree in Electrical Engineering – Light Current
• 5 years of experience in the Mobile Network Telecommunication industry:
• At least 1 year of which MUST be with mobile protocols and call flow signalling analysis
• At least 2 years or more of mobile RF Planning & Network Optimization industry experience and techniques
• Another 1 year of which MUST be with mobile Network Performance analysis
• At least 1 year in field measurement and post-processing

Additional Certification/ Professional Registration:

• ECSA (though not mandatory but must be prepared to register).
• Membership in IEEE will be an added advantage.

Special Requirements:

• Good understanding of 3GPP, IEEE and IETF, technical standards.
• Relevant in-service training from mobile equipment vendors in network performance and/or network optimization will be an added advantage.
• Good knowledge of IP transport and Core networks will be an added advantage.
• Good experience in mobile network optimization and troubleshooting.
• Very good knowledge of field measurement and post-processing techniques, and associated tools.
• Sound knowledge of mobile technologies like 5G; LTE; VoLTE, WCDMA, GSM, Wi-Fi, etc.
• Good knowledge of any mobile network RF planning and associated tools.
• Experience in mobile network performance analysis.
• Strong Problem-solving and Analytical Skills.
• Excellent communication skills – both written and verbal.

Special Requirements

• Valid Drivers license
• Willing to work long hours

Physical Requirements

• None

Key Stakeholders

• Managed Services Providers
• Network Planning and Optimisation teams
• Network Operations teams
• Technology and Integration Teams
• Service Operations Centres
• Senior Management