Mission/ Core purpose of the Job:
To effectively implement all customer solutions and provide high level technical support, post implementation.
Context:
• 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
Key Performance Areas: Core, essential responsibilities / outputs of the position (KPA's)
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: These indicate the areas where the individuals could contribute uniquely in addition to the indicated duties, as well as how they could be affected by others or circumstances not necessarily under their control.
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.
Minimum Requirements - minimum necessary, and not the ideal / preferred should be included.
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
• Facilitation management
• Leadership awareness
Competencies
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
• Firewalls
• Internal policies and procedures
• Business Processes
• Corporate IT technologies, environments and demands
• Service provider environment
• Understanding of e-commerce and process
• Project Management Methodology
Skills / physical competencies:
• Networking skills
• VOIP
• Security
• 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)
Behavioural qualities:
• Accountability
• Initiative
• Ability to cope under pressure
• Team player as well as ability to work independently
• Team orientation – strengthening teams
• Relationship builder – strong people-focus
• Resilience – maintaining composure and dealing effectively with stress
• Service orientation
• Customer centricity
• Flexible and adaptable – changing opinions / behaviour in the light of changing situations
• Strong detail focus - attention to detail and accuracy
• Operate with integrity (high ethics)
• Methodical and systematic
• Independent-minded
General working conditions/ Inherent requirements/ Tools of trade (e.g. shift work, drivers license (code), vehicle (make) specific tools (e.g. dial in facility, special cell phone, etc), special clothing, environmental requirements, etc.)
• Flexible working hours
• Call out and overtime
• Flexibility to travel (local and international)
• Constant pressure to meet extremely tight deadlines
• Must have own transport
KPA Quality Standards/ Measures (KPI’S for job)
• Ensure quality assurance standards on all projects are met
• Ensure projects completed within 45 days with minimum rejections.
• Ensure processes and procedures are streamlined and adhered to achieve agreed turnaround times.
• Ensure average time to close tickets is met from the time the ticket is escalated to customer implementation engineering
• Ensure that all installations errors are corrected (such as duplicate mnemonics, missing installed items, hosting console errors).
• Ensure Cessations are kept current.
Sign-off / Approval
