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  • Posted: Oct 11, 2022
    Deadline: Not specified
  • Never pay for any CBT, test or assessment as part of any recruitment process. When in doubt, contact us

    MTN Group, formerly M-Cell, is a South Africa-based multinational mobile telecommunications company, operating in many African, European and Asian countries. Its head office is in Johannesburg.
    Read more about this company


    Customer Service / Field Engineer

    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


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


    • 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>


    • 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.


    • 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.

    Method of Application

    Interested and qualified? Go to MTN on to apply

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