Job Description

As an Engineer – UCC Implementations, you will work in a rapidly evolving industry with constantly shifting business needs and technological advancements. The environment demands flexibility, quick adaptation to customer expectations, and the ability to meet competitive pressures in the dynamic telecommunications and ISP sectors. You will be part of a highly diverse team that is driven by market demands and regulatory standards, all while upholding MTN’s brand promise of delivering an exceptional customer experience.

Key Performance Areas (KPAs)
As an Engineer in UCC Implementations, your core responsibilities will include:

• Client Assistance & Support: Provide assistance with hardware installations, both during regular hours and after hours, on-site when required.
• Incident & Task Management: Manage and resolve incidents through effective tracking, logging, and escalation in systems like Remedy. Ensure timely resolution based on incident severity and project deadlines.
• Post-Sales Support: Maintain client networks and provide ongoing support after the implementation phase.
• Technical Solutions & Implementation: Translate customer business requirements into technical solutions and implement them effectively.
• Escalation & Problem Resolution: Handle complex escalated issues and ensure they are resolved with high standards of quality. Escalate to higher-level support when necessary.
• Documentation & Project Management: Create and update client documentation post-implementation and execute projects in line with project schedules.
• Co-location & Hosting Support: Prepare co-location spaces in MTN data centres and assist clients with equipment installations as required.
• Technical Vetting: Review and vet customer designs to ensure they align with technical standards.

Qualifications

Education:

• Matric or equivalent
• 3-year Degree/Diploma in Technology Systems (Telecommunications Management, Information Technology, or related fields)
• CCIP/CCNP with a focus on working towards CCIE certification
• Juniper JNCIA M-Series Certification (advantageous)
• IT-related National Diploma or Degree (advantageous)

Experience:

• Minimum 5 years of experience in an ISP role with a similar function
• At least 5 years of experience with CISCO or JUNIPER technology
• Minimum 3 years of customer-facing experience
• VOIP and security experience (advantageous)

Training:

• Cisco Network configuration and troubleshooting
• WAN and LAN technologies
• Linux/Unix
• Client Service methodologies and techniques
• SLAs (Service Level Agreements)
• Product and systems training