Posted on :
17 Jul, 2013
17 Jul, 2013
Job Title: CNOC Service Management Engineer
The Infectious Diseases Institute supports roll out of Audit Safe Male Medical circumcision services as part of HIV prevention across eight districts in Uganda –
CNOC Service Management Engineer
South Africa | Innovation Centre | CTO
•To effectively monitor performance of the “Honey Bee” network and to resolve customer queries and trouble tickets within SLA, in accordance with the ITIL and eTom frameworks.
1.Support •Monitor assigned services per customer(s). •Monitor alarms and resolve the problems creating the alarms from the relevant network devices. •Log the trouble tickets on Remedy for alarms and customer problems for record and keeping and customer management. •Provide telephonic support to customers by analysing problems reported and fix the problem or escalate for further assistance. •Troubleshoot issues, identify root cause and escalate to 2nd line support when necessary. •Use the network monitoring systems available to isolate the problem, analyse system logs and conduct tests to simulate problems. •Use IP/Ethernet troubleshooting techniques to test services and verify transmission QoS metrics are within threshold. •Login remotely to network equipment to verify configurations, capture logs and clear alarms. •Using existing knowledge/ “fix logs” to resolve the problem and inform the customer of the resolution. •Close tickets and update the knowledge repository once the customer has confirmed that the problem is resolved. •Own the problem and work closely with second line support to resolve within SLA. •Assist with escalation of major failures or planned work affecting service hand-in –hand with the CNOC Services Manager •Work according to the weekly shift roster and providing 24 x 7 support on a rotational basis. •Conform to the prevailing ITIL/eTOM support process defined.
2.Knowledge Sharing •Duplication •Document “Fix Logs” accurately and ensure that they are up to date in order to promote knowledge sharing across the team •Keep network diagrams, configurations etc. accurate and current
3.Customer Service •Ensure that the Customers are kept up to date with regards to the resolution of their helpdesk calls logged. •Ensure that all calls are resolved within policy limits and their resolutions captured timeously on Remedy. •How do you measure this? •Dissatisfied with the status quo and always looking to improve Customer Service where possible
4.Reporting •Report to the Team Leader daily on any trouble tickets that can potentially breach policy limits (SLA). •Report weekly to the Team Leader on all major issues experienced and suggest better methods to resolve similar calls •Extract the network performance reports from the monitoring systems and report weekly to the team.
5.Communication and Coordination •Cooperate with other support teams in order to expedite call resolution •Engage in a co-operative and constructive relationship between core & transport network operations and planning & optimisation •Interface within Network Group, MTN SA and MTN Group •Interface with key suppliers
•Matric •A National Diploma/ Degree in Engineering and or telecommunications or a related field. •ITIL Certification advantageous.
•Min 2 yrs telecommunication support experience in IP Networks, fibre bandwidth, Network Management /Monitoring concepts and tools, QoS, VOIP etc. •Unix / Linux skills advantageous. •Technical expertise in networking that spans mobile, data, voice and IT technologies.
•Excellent PC and computing skills. •Report generation. •Telephonic problem solving. •Communication and mediation. •The ability to work under pressure. •Understanding of the GSM and UMTS Network. Knowledge of network and system integration. IP networks. Service orientated with customer focus. •Able to collate and interpret data from various sources. •Able to assess faults, prioritise respond and escalate accordingly. •Capable of multi-tasking, good time management and prioritisation of workload.
VIEW MTN SOUTH AFRICA WEBSITE
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Reference No IRC113106
Position Type Permanent
Affirmative Action N
Additional General Working Conditions: •Telephonic availability 24 x 7 •Driver’s license, own car. •Dial-in •Mobile handset
How to Apply:
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