Monitoring Support at MTN

The Service Desk Monitor Support will provide support for the ICT infrastructure including vendor escalation, receive inbound calls and provide 1st Line support for incidents/requests raised, thus ensuring proactive support is achieved and SLA Compliance with the end customer.

Key responsibilities:

Reporting to the Snr Manager: Technical Operations & Service Delivery, the candidate will be accountable to achieve the following objectives:

• Perform proactive monitoring of customer connectivity and network devices .
• Provide general first level technical support to end user’s organisation-wide .
• Assist in providing first- level phone/email support on ICT related issues and facilitate technical issues requiring location visits .
• Provide 1st level support as per organization’s guidelines. .
• Communicate resolution of faults to request initiators .
• Update assigned tasks in a timely manner; escalating as required by 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, ensuring accurate and prompt logging of all requests/issues into central database. .
• Implement /comply with pre-defined service desk management policies and procedures.
• Assist in administering customer satisfaction surveys to obtain feedback on service desk efficiency (where necessary) .
• Perform any other duties as will be assigned.

Education:

• Minimum, an Academic Degree in (Information Technology, Computer Science/Engineering).
• Fluent in English and language of country preferable.
• Experience:
• Minimum of 3 years’ experience in Telecommunications, with operational support experience. .
• At least 2 years’ experience in fixed infrastructure and IP environment.
• Experience in OTN, WDM & SDH .
• Experience on Huawei transmission equipment (OSN).
• Experience in Cisco or Huawei IP equipment (NE40).
• Good reading and writing skills .
• Sound network troubleshooting skills.

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 and international 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.