Partner - Broadband Quality Assurance. at MTN Nigeria

MTN Nigeria is part of the MTN Group, Africa\'s leading cellular telecommunications company. On May 16, 2001, MTN became the first GSM network to make a call following the globally lauded Nigerian GSM auction conducted by the Nigerian Communications Commission earlier in the year. Thereafter the company launched full commercial operations beginning with Lagos, Abuja and Port Harcourt. MTN paid $285m for one of four GSM licenses in Nigeria in January 2001. To date, in excess of US$1.8 billion has been invested building mobile telecommunications infrastructure in Nigeria. Since launch in August 2001, MTN has steadily deployed its services across Nigeria. It now provides services in 223 cities and towns, more than 10,000 villages and communities and a growing number of highways across the country, spanning the 36 states of the Nigeria and the Federal Capital Territory, Abuja. Many of these villages and communities are being connected to the world of telecommunications for the first time ever. The company\'s digital microwave transmission backbone, the 3,400 Kilometre Y\'elloBahn was commissioned by President Olusegun Obasanjo in January 2003 and is reputed to be the most extensive digital microwave transmission infrastructure in all of Africa. The Y\'elloBahn has significantly helped to enhance call quality on MTN network.

Mission:

• Proactively respond to and resolve FTTx customer home network issues, first time and all the time, thereby ensuring maximum network uptime, traffic usage, and revenue.

Description:

• Oversee and execute fault resolution, troubleshooting, installation, and maintenance activities for FTTx customer’s home network in compliance with standard operating procedures (SoP) and SLA.
• Complete configuration and service provisioning for all ONT types (Huawei, ZTE, and Nokia) within the task timeline.
• Ensure Fibrenet customers are onboarded on-site by home connection (HC) installers immediately after service provisioning and activation.
• Supervise and coordinate the activities of field service technicians, ensuring the quality and timely completion of jobs within the customer’s home network.
• Identify the root cause of the persistent home network issue, recommend the best approach for a permanent fix, and track the fault to repair within an acceptable timeline.
• Collaborates with other internal functions to ensure the completion of tasks and the availability of resources required to execute home network services (HNS).
• Ensure all work at customer premises complies with quality standards and delights the customer upon completion.
• Monitor the performance dashboard and alert scripts to proactively identify and resolve FTTx service issues before they impact usage or lead to churn.
• Implement proactive maintenance to improve service uptime and the service experience.
• Maintain the connectivity and usability of the FTTx home network in terms of data, voice, video, and Wi-Fi services.
• Enforce quality control on provisioning, structured cabling, CPE installations, Wi-Fi surveys, and related home network activities.
• Prepare routine reports on home network performance, fault resolution, and installations as may be necessary.
• Efficient coordination of home network support vendors to achieve mean-time-to-resolve (MTTR) faults, reduce operational costs, and improve the service experience.
• Develop an effective feedback mechanism to improve customer engagement, operational efficiency, and service culture.

Education:

• First degree in Applied Sciences, Engineering, or IT-related disciplines
• Fluent in English 

Experience:

3–7 years of experience, which includes

• Experience in a network support role, either in the telecom, e-commerce, or financial services industries.
• Experience in field service operations, customer service etiquette, or a related function.
• Proficiency in Microsoft Office Tools (Word, PowerPoint, and Excel)
• Experience working in a medium organization and multi-vendor environment.
• Understanding of MTN fibre broadband products is an added advantage.
• Basic knowledge of PON technology, FTTx/ODN architecture, L2VPN, and management of fixed access networks via a Network Management System (NMS).
• Excellent organizing, time management, and communication skills.
• A good knowledge of GPON, LAN, PPPoE, DHCP, and related technologies and protocols.
• An understanding of process improvement principles and performance reporting and analytics.
• Proficient in network troubleshooting, proactive fault discovery, and quick issue resolution.

Method of Application