POST TITLE: Customer Service Engineer
DEPARTMENT: Network Group
JOB LOCATION: Rivers
JOB DESCRIPTION:
Task Complexity:
- Integrate network communication architectures, topologies, hardware, and protocols into existing MTN network for Enterprise Solutions clients.
- Provide 2nd line Support at MDNS customer end on various TX media (Microwave, fiber, copper, Wimax), MUX (DXX), MDF, Cabinets, modem and CPE issues; including VSAT.
- Act as Regional point of contact for MTN Enterprise Solution Planning, Implementation and support teams; providing accurate end to end analysis; working with MTN HQ support teams.
- \Perform Implementation and support of FWA network integration of Customer Edge devices to the FWA Pre WIMAX and the imminent WIMAX network,
- Ensure MDNS work (Planning, Implementation, Operations) is carried out as needed and scheduled. React to emergency faults and ensure that all faults are rectified promptly within contracted SLA; including VSAT,
- Prepare and compile operations report on the MDNS network in light of the Service Level Agreement (SLA),
- Carry out routine maintenance, ensuring the integrity of MTN Nigeria’s assets,
- Ensure Implementation and maintenance work undertaken by MDNS/fixed network contractors meets MTN Nigeria’s specification,
- Ensure that all planned network expansions take place on schedule, Transmission, MDF work to ensure customer satisfaction,
- Perform high level support functions on all MTN MDNS transmission equipment at MTN Sites, Switching Centers, RDLU’s and Customer premises,
- Administer accurate data within the current Engineering Database, i.e. accurate tracking of job orders placed with vendors and any changes thereof, co-ordination of the acceptance testing of all delivered links and related equipment: including Microwave, fiber and copper,
- Maintain a comprehensive set of records and configuration database of all transmission links, fixed data lines and spares for MDNS/leased line customers,
- Ensure all security and network integrity documentation is completed and adhered to.
CUSTOMER:
- Maintain the client relationship/satisfaction by ensuring a prompt response to fault reports, maximum continuity of service and minimal downtime,
- Alert sales to possible business opportunities through the management chain,
- Manage suppliers to ensure results are delivered in line with contractual and commercial commitments to maximize business benefits,
- Provide technical supervision of contractors working on ENS network infrastructure to ensure they:
- Comply with appropriate SORs, specifications, controls and standards:
- Deliver results of an acceptable quality,
- Protect enterprise network services (ENS) and MTN services,
- Deliver value for money.
NETWORK AND SERVICE PROVISIONING:
- Organize and check the completeness and quality and sign off site survey reports,
- Plan, organize and lead team in installation, configuration, testing and acceptance of network and customer premises equipment in accordance with established designs, project plans and performance targets,
- Identify deviations from plans and implement corrective actions; provide progress reports,
- Ensure acceptance, handover and snag list and sign-off procedures are properly completed.
MAINTENANCE AND REPAIR:
- Manage and prioritize the allocation of trouble tickets to meet performance targets,
- Encourage a pro-active culture to customer requests, network events or problems,
- Support team by liaising with NMC, transmission teams and suppliers, etc to ensure prompt, accurate analysis and resolution of problems,
- Recognize, notify and escalate problems beyond team’s capabilities area of expertise and seek prompt help from specialists,
- Analyze and report on network faults, root causes and performance,
- Where practical ensure service restoration before repair to comply with service availability targets.
- Ensure that team completes all relevant documentation, utilizing available ENS systems, to:
- capture/update network and customer records,
- provide technical reports and details to support fault analysis and management reporting.
TECHNICAL SUPPORT:
- Support operational planning, design engineers and product managers by allocating resource for tests and trials relating to network evolution plans and product service development
GENERAL:
- Maintain the ENS Risk Register for the Region,
- Support the analysis of fault reports and performance data to identify general problems and/or shortcomings in network, equipment and configurations; work with network specialists to identify causes and implement solutions to resolve issues and improve performance.
STAFF:
- Maintain a positive and constructive team spirit,
- Ensure staff are:
- Properly informed and competent to carry out assigned tasks quickly and safely,
- Have the necessary training, tools and testers, etc to carry out duties efficiently and effectively,
- Developed through involvement and/or delegation of work and responsibilities in new areas of technical and management activities,
- Aware of and comply with company values and policies,
- Assess and report on staff performance, build on strengths and take action to progress areas where further development is required,
- Keep the Enterprise Solution Division Office running smoothly,
- Liaise with Senior Manager, Unit Mangers, HQ/Regional team leads and all other regional staff as necessary to progress work.
JOB CONDITIONS: Normal MTNN working conditions.
REPORTING TO: Customer Service Engineer Team Lead
REQUIRED SKILLS:
- First Degree in Engineering, Computing or equivalent IT certification,
- Numerical/data analysis skills,
- A minimum of 4 years work experience,
- Experience in telecommunications networks and/or in a complex, technology based, trouble shooting customer service environment,
- Experience or participation in the design of systems architecture and network systems.
EMPLOYMENT STATUS: Permanent
EDUCATIONAL QUALIFICATIONS:
- First Degree in Engineering, Computing or equivalent IT certification.
APPLICATION DEADLINE: This vacancy expires on 9/21/2011
HOW TO APPLY:
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