Support Partner - Monitoring.Technology at MTN Nigeria

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