Responsibilities
Reporting to the Manager: Technical Operations, 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.
Qualifications
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
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.
Qualified candidates are invited to send their applications and detailed CV, including qualifications, experience, present position, and current remuneration. The forwarding e-mail and cover letter must clearly indicate the job title on the subject line. Send your application to hr.ke@mtn.com by 8th March 2023 before 5:00pm East African time.
Apply via :
hr.ke@mtn.com
