Helpdesk Tac 0 Supervisor

3 weeks ago

Johannesburg, South Africa Motivity (PTY) Ltd Full time

Enterprise Specialist support Group products that are sold to Corporate, Business and

Government customers. This includes but not limited to

APN/VSAT/CUG/LTE/3G/SHARED DATA& VOICE.
- 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 VoIP Services
- Provide Tier 1 support for Fibre Services, including dedicated and GPON
- Provide Tier 1 support for Radio Services
- Provide Tier 1 support for Microwave technologies, such as Point-to-point, and Point-to
- Multi-Point
- Making outbound calls and receiving calls to assist Corporate, Business & Government

Customers
- Provided core 1ST level technical support
- Resolve all Technical escalations for all enterprise customers for all technology, voice,

data and messaging products
- 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.
- Being a point of reference for your team members
- Being able to handle escalations from your team members
- Having high-level meetings to discuss the progress, challenges etc. of the team.
- Liaising between top management and your team members.
- Maintaining a healthy relationship within the team.

**Supervisory Responsibilities**:

- Communication and relationship management with the client
- Ensuring that quality customer service is at the desired levels
- Driving growth and innovation for the division
- Training, managing and appraising staff
- Proactively seek to identify and manager risks
- Deliver results, ability to plan and organize self and work in order to achieve objectives

and targets
- Interface with the customer level on a regular basis
- Deliver results: ability to plan and organize self and work in order to achieve objectives

and targets
- Collaborate with management on the division management and growth
- Customer Management: tactful, resolute and committed to providing excellent customer

service
- Ensuring prompt problem solving
- Managing of staff: absenteeism, leave, performance etc.
- Serving as an escalation point for the team.

**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
- At least 1 IT certification (Cisco/VPN/APN/MCSE, MCSA)
- CCNA an added advantage
- Knowledge on DNS and IP Address leasing/allocation
- 3+ years’ experience in IT support or 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 Types**: Full-time, Permanent

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