Engineer – Customer Implementation Engineer Technology Information at MTN

Mission/ Core purpose of the Job:

To effectively implement all customer solutions and provide high level technical support, post implementation.

RESPONSIBILITIES
Task Complexity:

Operational effectiveness

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

Customer relations

Build and maintain solid relationships with client to assist with client retention and identify up-sell opportunities.
Carry out effective and timeous deployment of MTN Business Solutions products, ensuring that customer solutions are delivered timeously, within company policy, that SLA terms are adhered to and that the customer is satisfied.
Update client on all escalated calls on a regular basis
Understand customer needs and provide input into the development / fine-tuning of solutions accordingly
Contribute towards initiating change to continually improve all aspects of service delivery
Ensure all customer queries are attended to and resolved within agreed SLA’s
Adopt a proactive approach to prevent problems from arising in the future.

General

Contribute towards initiating change to continually improve all aspects of service delivery
Ensure continued personal (technical) development.
Supervisory / Leadership / Managerial Complexity:
Mentor and enable others, assisting with coaching and problem solving where required.
Communicate actively and effectively to ensure that no potential conflicts arise.
Develop supportive relationships and encourage a team spirit
Maintain a customer-centric approach
Keep abreast of developments in technology in order to integrate and accommodate customer requirements.
Apply industry best practices to meet client needs
Knowledge sharing (complex customer solution and products)

Role Dependencies:
None

Lateral Dimensions:

Creativities (improvement/innovation inherent)
Participation in product development
Follow clear and linear procedures to diagnose and solve problems that are not always obvious
Suggests concrete ways to improve productivity, and improve resource utilization
Establish sound relationships with all stakeholders
Recommend and implement cost-saving activities where possible
Evaluate situations and determine the best methods to reach defined outcomes
Keep abreast of developments in technology in order to integrate and accommodate customer requirements. Apply industry best practices to meet client needs

Vulnerabilities (control span)

Failure of Telco infrastructure occurring regularly
Dependency on all providers for all implementations and upgrades of network
Lack of efficient monitoring systems
Core network failures
Business expectations vs. the delivery reality
Data integrity
Poor customer service will impact negatively on revenue
Non-achievement of turnaround times

Collaboration: Refers to formal and informal relationships

Responsibility towards:

Direct reports: None

Matrix reports: Resources allocated to special projects from other areas within the business, Support areas of business must be adequately trained and given necessary tools to develop, manage and support the products
Key customers: MTN SA Enterprise BU Internal departments especially Direct & Indirect Sales Team, Bids Managers, External clients
Key suppliers: External Suppliers/Partners, Segment Managers in EBU Marketing, Technology and IS departments
Discretionary Space: The degree to which individuals are allowed to exercise independent thought and judgement.

Independent thought and Judgment:

Resolution methodology of faults
Escalation of issues for resolution.
Appropriate dissemination and reporting of information
Implementation of operational plans Resolution of queries / problems (within parameters set by SLAs and company policy)
Enhancing processes and procedures for the department

Authorities:

As per level of delegation.

QUALIFICATIONS
Minimum Requirements

Education:

Matric or equivalent
CCIP/CCNP working towards CCIE certification
Juniper JNCIA M-Series Certification advantageous
IT related National Diploma or Degree advantageous

Experience:

Minimum 5 years or more ISP experience
Minimum 5 or more years of CISCO or JUNIPER
Minimum 5 years customer facing experience
VOIP experience advantageous
Security experience advantageous

Training:

Cisco Network configuration and problem solving
Juniper Network configuration and problem-solving Network technologies and platforms
WAN and LAN technologies
Linux/Unix
Client Service – methodologies and techniques
SLAs
Product and systems training
CCNA , CCNP , CCSP , CCIE written , JNCIA , JNCIS
VOIP
SDWAN
Facilitation management
Leadership awareness

Knowledge:

Knowledge across all aspects of ISP business but more essentially on the following technologies:
MPLS, Routing, Switching, Security (ASA, PIX, ISG, SRX), Telko infrastructures i.e. wireless, Diginet, STM, ATM, Fibre, Broadband, 3G technology and Metro Ethernet
Routing and switching (Juniper/Huawei/Cisco)
VOIP
SDWAN
Firewalls
Internal policies and procedures
Business Processes
Corporate IT technologies, environments and demands
Service provider environment
Understanding of e-commerce and process and Project Management Methodology

Skills / physical competencies:

Networking skills
VOIP
Security
SDWAN
Communication skills
Diplomacy and resilience
Basic Network Design
Planning skills – plan, prioritise, resource allocation and deliver on time
Technical / professional excellence
Relationship building
Analytical skills – weighing up the pro’s and con’s; making sense of information
Ability to control and direct to maximise performance of others and arrange logistics
Problem solving skills
Conflict management skills
Time management skills (specifically the ability to prioritise)

General Working Conditions

Call out and overtime
Flexibility to travel (local and international)
Constant pressure to meet extremely tight deadlines
Must have own transport