Customer Service / Field Engineer
JOB DESCRIPTION.
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.
How to Apply
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.
Looking for a job? Download the Kenyan Jobs app from Google Playstore and get the latest jobs and vacancies available in Kenya, go HERE>>>
