Support Partner - Monitoring.Technology 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.

JOB DESCRIPTION

• Mission/ Core purpose of the Job
• The Service Desk Monitor Support will provide support for the ICT infrastructure including vendor escalation, take inbound calls and provide 1st line support for incident / requests raised.
• Through monitoring provide pro-active support for customers and ensure SLA compliance is met with the end customer.

RESPONSIBILITIES

• Key Performance Areas: Core, essential responsibilities / outputs of the position (KPA's)
• The Service Desk Monitor Support will be accountable to achieve the following objectives: 
• Perform proactive monitoring of customer connectivity and network devices 
• Provide general first level technical support to end users organisation-wide
• Assist in providing first-level phone / email support on ICT related issues and facilitate technical issues requiring location visits.
• Provide first-level Support as per the organization’s guidelines.
•  Communicate resolution of faults to request initiators.
• Update assigned tasks in a timely manner; escalate as required to management, vendors and clients. 
• Ensure proper escalation during outages or periods of degraded system performance, problem resolution and customer satisfaction.
• Assist in maintaining issues/request log. Ensure accurate and prompt logging of all requests/ issues unto the central database
•  Implement/comply with pre-defined service desk management policies and procedures.
•  Assist in administering customer satisfaction surveys to obtain feedback on Service Desk efficiency (where necessary).
• Perform any other duties as assigned by the Manager, Service Desk

QUALIFICATIONS

• Job Requirements (Education, Experience and Competencies)

Experience: 

• At least 3 years experiences in Telecommunications, with operational support experience 
• At least 2 years experiences in fixed infrastructure and IP environment 
• Experience on OTN,  WDM and SDH 
• Experience on Huawei transmission equipment (OSN) 
• Experience on Cisco or Huawei IP equipment (NE40) 
• Good reading and writing skills 
• Excellent follow up and time control skills 
• Ability to assess the impact of different network problems

Competencies: 

• Key business soft skills including but not limited to problem solving, information processing, and analytical understanding 
• Data interpretation, quality focus, continuous improvement, and reporting skills 
• Strong communication skills 
• Highly client driven interactions 

Other: 

• Regional travel      

Method of Application