Support Partner - Monitoring Technology at MTN Nigeria

MTN Nigeria - The leader in telecommunications in Nigeria, and a part of a diverse community in Africa and the Middle East, our brand is instantly recognisable. It is through our compelling brand that we are able to attract the right talents who we carefully nurture by continuously improving our employment offerings even beyond reward and recognition.

We are recruiting to fill the position below:

Job Title: Support Partner - Monitoring Technology

Job Identification: 4373
Location: Nigeria
Job Schedule: Full Time
Job Category: MTN Level 2

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      

Application Closing Date
21st May, 2024, 02:30 PM.