Helpdesk Tac 0 Supervisor

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

Government customers by MTN Business. 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