Support Technician Job Opportunity in South Africa at MTN in Johannesburg

Job Title: Support Technician (1 Vacancy)

 Location of position
 
MTN
South Africa
Gauteng
Johannesburg
Constantia Park


 Job mission
 
To effectively resolve calls logged with the MTN Business help desk within SLA terms, including faults, changes and technical queries either generated by clients, 3rd party services or the company’s network management systems.

 KPA duties
 
Operational effectiveness
•Provide first level support for all company, 3rd party services and joint services as defined by the company.
•Perform intermediate to advance troubleshooting on customer queries
•Manning of inbound calls during set shift
•Responsible for resolving client calls (within expertise and defined parameters).
•Logging and resolving faults generated by management systems, completing fault resolutions and changes handed on from Support Agents and closing the ticket only once all relevant parties are satisfied (according to SLA terms).
•Log tickets with 3rd party suppliers, following up and updating clients appropriately.
•Ensure that resolved problems are closed with full and accurate resolution descriptions in the company’s ticketing system.
•Notify the Implementations Team of incorrect client data.
•Carry out configuration of network devices according to policies, procedures and standards.

Service enhancement
•Escalate to upper level as per set severities
•Update clients on all outstanding calls, regularly (within expertise and defined parameters)
•Communicate effectively with customers, colleagues and management especially in time of crisis
•Manage multiple client requests and ensure customer satisfaction in a demanding environment

General
•Ensure adherence to all network and security policies and processes in place


 Educational requirements
 
•Matric plus completed CCNA / JNCA
•CCNP / CCIP will be an advantage


 Experience required
 
•At least 2 year experience in IP routing in either Internet Service Provider or Telecoms environment
•Experience in Enterprise WAN environments is beneficial


 Skills required
 
•Strong interpersonal skills
•Excellent communication skills
•Problem resolution skills
•Planning skills – plan, prioritise, resource allocation and deliver on time
•Technical / professional excellence
•Analytical skills – weighing up the pro’s and con’s; making sense of information
•Feedback skills
•Problem solving skills
•Time management skills (specifically the ability to prioritise)

 Other information
  Reference No: IRC68718
  Position Type: Permanent
  Affirmative Action: Open to All
  Salary:
  Additional: Knowledge:

•A broad understanding of the MTN business
•Troubleshooting WAN LAN technologies
•Internal policies and procedures
•Cisco configuration and trouble shooting
•Juniper configuration and trouble shooting
•An understand of the principles of effective customer services processes

Behavioural qualities:

•Analytical
•Effective Communicator
•Accountability
•Cope under extreme pressure
•Team orientation – strengthening teams
•Resilience – maintaining composure and dealing effectively with stress
•Service orientation
•Customer centricity
•Strong detail focus - attention to detail and accuracy
•Operate with integrity (high ethics)
•Methodical and systematic

Applications close 09 Apr 2012.



To Apply

http://www.mtn.co.za/Pages/MTNJobs.aspx