Job Description

• Context (Global influences, environmental / industry demands, organisational mission etc.)
• Fast moving industry with constantly changing business requirements and technologies
• Fluid complexities of customer expectations and demands
• Highly competitive market with new and established competitors and aggressive competitor strategy and
• delivery
• Highly dynamic and fluctuating Telecommunications and ISP industry
• Total customer experience for MTN brand
• Constantly changing consumer and market needs
• Market dynamics and developments
• MTN policies, processes and procedures
• Regulatory industry norms govern MTN and partners
• Highly pressurized, deadline-driven environment
• Highly legislated / regulated environment requires compliance and adherence to Industry standards and benchmarks
• Participative environment – highly diverse and team-focused

Responsibilities
Key Performance Areas: Core, essential responsibilities / outputs of the position (KPA’s)

Key Deliverables

• Provide assistance to clients and staff (on-site if required) with hardware installations during and after hours.
• Provide effective incident and/or task management and resolution through updating, logging or escalate
• incidents and /or faults in Remedy and other systems if required
• Deal with problem situations and project work timeously and efficiently, displaying effective time management and time allocation according to project deadline and incident severity.
• Provide post sales support and maintenance of client networks if required
• Translate and implement customer business requirements into a technical solution.
• Ensure effective resolutions of escalated complex problems and escalate to high level support if required.
• Maintain high standards of quality during incident resolution and customer implementation.
• Ensure all client documentation is created/updated post implementation phase.
• Execute projects according to project schedules.
• Prepare co-locations space in MTN data centres and assist customers with installation of equipment if required
• Provide onsite hosting support if required
• Technical Vetting of customer designs

Qualifications
Job Requirements (Education, Experience and Competencies)
Education:
Matric or equivalent

• 3-year Degree / Diploma in Technology Systems (Telecommunication Management / Information Technology)
• or related
• CCIP/CCNP working towards CCIE certification
• Juniper JNCIA M-Series Certification advantageous
• IT related National Diploma or Degree advantageous

Experience:

• Minimum 5 years ISP experience in similar role
• Minimum 5 years CISCO or JUNIPER experience
• Minimum 3 years customer facing experience
• VOIP experience advantageous
• Security experience advantageous

Training:

• Cisco Network configuration and problem solving
• WAN and LAN technologies
• Linux/Unix
• Client Service – methodologies and techniques
• SLAs
• Product and systems training