Job Title: CNOC Service Management Engineer<\/p>\n
The Infectious Diseases Institute supports roll out of Audit Safe Male Medical circumcision services as part of HIV prevention across eight districts in Uganda –
\nCNOC Service Management Engineer<\/p>\n
South Africa | Innovation Centre | CTO<\/p>\n
Job Mission:<\/strong> KPA Duties:<\/strong><\/p>\n 1.Support \u2022Monitor assigned services per customer(s). \u2022Monitor alarms and resolve the problems creating the alarms from the relevant network devices. \u2022Log the trouble tickets on Remedy for alarms and customer problems for record and keeping and customer management. \u2022Provide telephonic support to customers by analysing problems reported and fix the problem or escalate for further assistance. \u2022Troubleshoot issues, identify root cause and escalate to 2nd line support when necessary. \u2022Use the network monitoring systems available to isolate the problem, analyse system logs and conduct tests to simulate problems. \u2022Use IP\/Ethernet troubleshooting techniques to test services and verify transmission QoS metrics are within threshold. \u2022Login remotely to network equipment to verify configurations, capture logs and clear alarms. \u2022Using existing knowledge\/ \u201cfix logs\u201d to resolve the problem and inform the customer of the resolution. \u2022Close tickets and update the knowledge repository once the customer has confirmed that the problem is resolved. \u2022Own the problem and work closely with second line support to resolve within SLA. \u2022Assist with escalation of major failures or planned work affecting service hand-in \u2013hand with the CNOC Services Manager \u2022Work according to the weekly shift roster and providing 24 x 7 support on a rotational basis. \u2022Conform to the prevailing ITIL\/eTOM support process defined.<\/p>\n 2.Knowledge Sharing \u2022Duplication \u2022Document \u201cFix Logs\u201d accurately and ensure that they are up to date in order to promote knowledge sharing across the team \u2022Keep network diagrams, configurations etc. accurate and current<\/p>\n 3.Customer Service \u2022Ensure that the Customers are kept up to date with regards to the resolution of their helpdesk calls logged. \u2022Ensure that all calls are resolved within policy limits and their resolutions captured timeously on Remedy. \u2022How do you measure this? \u2022Dissatisfied with the status quo and always looking to improve Customer Service where possible<\/p>\n 4.Reporting \u2022Report to the Team Leader daily on any trouble tickets that can potentially breach policy limits (SLA). \u2022Report weekly to the Team Leader on all major issues experienced and suggest better methods to resolve similar calls \u2022Extract the network performance reports from the monitoring systems and report weekly to the team.<\/p>\n 5.Communication and Coordination \u2022Cooperate with other support teams in order to expedite call resolution \u2022Engage in a co-operative and constructive relationship between core & transport network operations and planning & optimisation \u2022Interface within Network Group, MTN SA and MTN Group \u2022Interface with key suppliers<\/p>\n Requirements:<\/strong> VIEW MTN SOUTH AFRICA WEBSITE
\n\u2022To effectively monitor performance of the \u201cHoney Bee\u201d network and to resolve customer queries and trouble tickets within SLA, in accordance with the ITIL and eTom frameworks.<\/p>\n
\n\u2022Matric \u2022A National Diploma\/ Degree in Engineering and or telecommunications or a related field. \u2022ITIL Certification advantageous.
\n\u2022Min 2 yrs telecommunication support experience in IP Networks, fibre bandwidth, Network Management \/Monitoring concepts and tools, QoS, VOIP etc. \u2022Unix \/ Linux skills advantageous. \u2022Technical expertise in networking that spans mobile, data, voice and IT technologies.
\n\u2022Excellent PC and computing skills. \u2022Report generation. \u2022Telephonic problem solving. \u2022Communication and mediation. \u2022The ability to work under pressure. \u2022Understanding of the GSM and UMTS Network. Knowledge of network and system integration. IP networks. Service orientated with customer focus. \u2022Able to collate and interpret data from various sources. \u2022Able to assess faults, prioritise respond and escalate accordingly. \u2022Capable of multi-tasking, good time management and prioritisation of workload.<\/p>\n
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\nVacancy Summary<\/p>\n