Technical Support Agent

**1. **OVERVIEW OF THE ROLE**

**Function**:

- Enterprise Specialist support Group products that are sold to Corporate, Business and Government customers by MTN Business. This includes but not limited to IP Routing and Switching, Voice technologies and Transport technologies.
- Experience in IP Routing and Switching within Tier 1 ISP Environment
- Experience in Voice Technologies within a Tier 1 ISP Environment.
- WAN and LAN Technologies
- Understanding Voice technologies viz. Next Generation Networks, PSTN, IMS, Cisco BroadSoft, ACME and VoLTE
- Experience in Transport Technologies within a Tier 1 ISP environment
- WAN and LAN Technologies
- Understanding Transport Technologies viz. SDH, GPON, Microwave, DSL, VSAT and DWDM
- Common career path is to “Supervisor” or “Service Delivery Manager” who manages the overall operational framework of the department
- Hands-on experience in SOC, FTR, MIS, Change Control, Customer Experience and customer handling with excellent English speaking and writing
- Support MTN Enterprise Mobile Corporate, Government Business customers

**Responsibilities are but not limited to;**
- Provide Tier 1 support for Voice technologies
- Provide Tier 1 support for IP Services
- Provide Tier 1 support for Transport technologies
- Making outbound calls and receiving calls to assist Corporate, Business & Government Customers
- Provide core 1st level technical support
- Resolve all Technical escalations for all enterprise customers for the technologies specified
- Ensure Optimal Service availability
- Update incident and problem Management Systems (remedy/click)
- Ensure an end to end process is followed in terms of query resolution
- Innovating and proactively testing new Technologies with relevant stakeholders to generate insights on what works thus contributing to test & learn culture
- Provide core 2nd level Technical support to all Enterprise Channel Partners
- Attending to issues logged through the mailbox, voice IVR & CRM Queues
- Conduct customer network and service layer troubleshooting as well as the customer network and service configuration i.e. from the Core to the Edge access layer
- Document all interactions with enterprise customers and troubleshooting steps in the TT system.

**SLA COMPLIANCE (SLA TABLE WILL BE PROVIDED)**
- Comply to the ITIL framework
- 6 Hours MTTR (Metro fibres)
- 8 Hours MTTR (Long-haul fibres)
- 4 Hours MTTR (Carrier network equipment)
- MTTR of 24 working hours (Mean time to resolve)
- FCR (first call resolution) 90%
- Abandonment Rate of 5%
- AHT - Average Handling Time 600 seconds (10 minutes)
- ASA 20 Seconds (Average speed of Answer) for calls
- 90% of closed cases in 24 working hours
- 80% of cases closed in less than >24 working hours
- Less than 3 Escalations per month

**2. **COMPETENCE**FRAMEWORK**

**Behavioural**
- Customer oriented and results focused mindset
- Verbal communication and listening skills
- Telephone etiquette skills
- Ability to work under pressure
- Ability to work flexible hours, as needed
- Openness to change
- High level Technical Support
- Technical troubleshooting skills
- Technical reporting skills
- Technology driven, analytical & Proactive mentality
- Teamwork mentality
- Able to work Shifts
- Having managerial capabilities

**3. **EDUCATION AND QUALIFICATION REQUIREMENTS**

**Minimum Requirement**
- Matric
- Certified or worked on ITIL Environment before
- Degree / Diploma in Information technology or Telecommunications
- CCNA Certified
- Knowledge on DNS and IP Address leasing/allocation
- 1+ years’ experience in Telecoms support (Networks, Business support or customer service)
- Experienced in outbound call handling activities
- High Level Technical knowledge
- Knowledge of telecommunications products and services e.g APN, VSAT
- Excellent spoken command of English language

**Job Type**: Permanent