Customer Service / Field Engineer at MTN

Key responsibilities: Reporting to the Team Leader; Customer Service, The CS / Field Engineer will be accountable to achieve the following objectives:

• Resolve assigned site visit incidents on-site and ensure compilation of job cards and delivery notes.
• Integrate new circuits at the customer premises including configuration of CPEs and MTN handoff equipment.
• Perform proactive monitoring of customer connectivity and network devices.
• Provide general first level technical support to end users’ organization-wide.
• Provide first-level phone/ email support on ICT related issues and facilitate technical issues requiring location visits.
• Conduct Maintenance of the existing MTN PoP facilities including but not limited to power backup systems, Network access servers, routers, Air conditioners and other backbone facilities.
• Assist in the maintenance of telephone lines this includes testing, fault resolution and new lines implementation.
• Installing new backbone equipment in conjunction with the Network Team.
• Communicate resolution of faults to request initiators.
• Update assigned tasks in a timely manner; escalate as required to management, vendors, and clients.
• Ensure proper escalation during outages or periods of degraded system performance, problem resolution and customer satisfaction.
• Assist in maintaining issues/request log. Ensure accurate and prompt logging of all requests/ issues into the central database.
• Implement/comply with pre-defined customer service management policies and procedures.
• Assist in administering customer satisfaction surveys to obtain feedback on Customer Service efficiency (where necessary).
• Performing any other duties that may be assigned from time to time.

Role Deliverables

• Service improvement plans
• Improved customer satisfaction

Education:

• Minimum, an Academic Degree in (Information Technology, Computer Science/Engineering).
• CCNA or equivalent certification.
• Fluent in English and language of country preferable.

Experience:

• At least 3 years’ experience in Telecommunications, with field operational support experience.
• At least 2 years’ experience in fixed infrastructure, VoIP, and IP environment.
• Experience on OTN, WDM and SDH.
• Valid Driving License.
• Good reading and writing skills.
• Excellent follow up and time control skills.
• Ability to assess the impact of different network problems./li>

Competencies:

• Key business soft skills including but not limited to problem solving, information processing and analytical understanding.
• Highly client driven interactions.
• Sound data interpretation, quality focus, continuous improvement, and reporting skills.

Other:

• Regional travel.
• Ability to adapt to changing requirements of business and staff members.
• Excellent Interpersonal and technical skills.
• Excellent organizational skills and attention to detail.
• Excellent time management skills with a proven ability to meet deadlines.
• Strong analytical and problem-solving skills.
• Proficient with Microsoft Office Suite or related software.