Network Support Consultant

4 days ago

Johannesburg, South Africa Motivity (PTY) Ltd Full time

**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 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.

**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. COMPETENCEFRAMEWORK**
- 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 Certified
- Knowledge on DNS and IP Address leasing/allocation
- 1+ 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

Ability to commute/relocate:

- Johannesburg, Gauteng: Reliably commute or planning to relocate before starting work (required)

  • IT Support Consultant

    2 months ago

    Johannesburg, South Africa Sabenza IT Full time

    IT Support Consultant IT Support - IT Johannesburg - Gauteng - South Africa "Wanted: IT Support Consultant for a pharmaceutical company - where troubleshooting computer glitches is our daily pill, and tech support is our prescription for success!" Requirements & Skills: - Proven working experience in IT support services or relevant experience - Excellent...

  • IT Support Consultant

    2 weeks ago

    Johannesburg, Gauteng, South Africa Sabenza IT Full time

    IT Support Consultant IT Support - ITJohannesburg - Gauteng - South Africa"Wanted: IT Support Consultant for a pharmaceutical company - where troubleshooting computer glitches is our daily pill, and tech support is our prescription for success"Requirements & Skills: Proven working experience in IT support services or relevant experience Excellent knowledge...

  • IT Network Support Specialist

    2 weeks ago

    Johannesburg, South Africa Mediro ICT Full time

    Analyze network data to determine network usage. Configure security settings or access permissions for groups or individuals. Configure wide area network (WAN) or local area network (LAN) routers or related equipment. Document network support activities. Configure and define parameters for installation or testing of local area network (LAN), wide area...

  • Network Support Engineer

    1 week ago

    Johannesburg, South Africa NTT Full time

    JOB DESCRIPTION Make an impact with NTT DATA Join a company that is pushing the boundaries of what is possible. We are renowned for our technical excellence and leading innovations, and for making a difference to our clients and society. Our workplace embraces diversity and inclusion – it’s a place where you can grow, belong and thrive. Your day at...

  • Network Support Engineer

    2 weeks ago

    Johannesburg, South Africa NTT DATA Full time

    Job Description Make an impact with NTT DATAJoin a company that is pushing the boundaries of what is possible. We are renowned for our technical excellence and leading innovations, and for making a difference to our clients and society. Our workplace embraces diversity and inclusion – it’s a place where you can grow, belong and thrive.Your day at NTT...

  • Network Support Engineer

    1 week ago

    Johannesburg, South Africa NTT Part time

    Make an impact with NTT DATAJoin a company that is pushing the boundaries of what is possible. We are renowned for our technical excellence and leading innovations, and for making a difference to our clients and society. Our workplace embraces diversity and inclusion – it’s a place where you can grow, belong and thrive.Your day at NTT DATAA Network...

  • Senior Network Consultant

    3 weeks ago

    Johannesburg, South Africa Hamilton Barnes Associates Full time

    £39,000 Basic Salary Per Annum Johannesburg, South Africa Permanent 35000 40000 Enterprise Enterprise Networking A UK-based Microsoft Partner and MSP who are looking to branch out their South African Team. They pledge to provide top-tier solutions driven by skilled professionals, catering to professional services, managed services, and secure data...

  • Senior IT Support Consultant

    4 weeks ago

    Johannesburg, South Africa RightStaff Employment Solutions Full time

    **Job Overview**: **Date Posted**: Posted 5 hours ago- **Location**: Johannesburg, Gauteng- **Job Title**: Senior IT Support Consultant- **Salary**: R35,000 - R40,000- **Education Level**: Diploma- **Job Level**: Senior- **Minimum Experience**: 5- 7 Years**Senior IT Support Consultant required in Johannesburg.**: **Duties and Responsibilities**: - Install,...

  • Network Support

    2 days ago

    Johannesburg, South Africa syncwize Full time

    JOB DESCRIPTIONThe ability to configure, optimize and deploy Cloud based VPNs, SASE, SD WAN Management, Cloud Network Sockets, Wi-Fi, PPOE and infrastructure network components layer 1 to 6. In addition, skills around software defined firewalls, zero trust environments and management of least privilege for network security and access are critical.Proficiency...

  • Network Support

    1 day ago

    Johannesburg, South Africa Adzuna ZA B C2 Full time

    JOB DESCRIPTIONThe ability to configure, optimize and deploy Cloud based VPNs, SASE, SD WAN Management, Cloud Network Sockets, Wi-Fi, PPOE and infrastructure network components layer 1 to 6. In addition, skills around software defined firewalls, zero trust environments and management of least privilege for network security and access are critical.Proficiency...

  • Network Support Engineer

    2 weeks ago

    Johannesburg, South Africa NTT DATA Full time

    Job Description Want to be a part of our team?A Network Engineer is a seasoned technical professional responsible for designing, implementing, maintaining, and optimising NTT's network infrastructure to ensure efficient and secure communication. This role involves collaborating with cross-functional teams to support networking needs. This role plays a...

  • Network Support Engineer

    4 weeks ago

    Johannesburg, South Africa NTT Full time

    JOB DESCRIPTION NTT is a leading global IT solutions and services organisation that brings together people, data and things to create a better and more sustainable future. In today’s ‘iNTTerconnected’ world, connections matter more now than ever. By bringing together talented people, world-class technology partners and emerging innovators, we help...

  • Network Support Engineer

    4 weeks ago

    Johannesburg, South Africa NTT DATA Full time

    Job Description NTT is a leading global IT solutions and services organisation that brings together people, data and things to create a better and more sustainable future.In today’s ‘iNTTerconnected’ world, connections matter more now than ever. By bringing together talented people, world-class technology partners and emerging innovators, we help our...

  • Financial Services Network Consultant

    2 weeks ago

    Johannesburg, Gauteng, South Africa Belmar Personnel Full time

    Job Title: Financial Services Network ConsultantCompany: Join our team at Melrose Arch, JohannesburgAre you ready to dive into the world of financial services and create strong business relationships within the industry? As a Financial Services Network Consultant, you'll be on the front line, setting up appointments, networking, and meeting targets in the...

  • Network Support Engineer

    4 weeks ago

    Johannesburg, South Africa NTT Part time

    NTT is a leading global IT solutions and services organisation that brings together people, data and things to create a better and more sustainable future.In today’s ‘iNTTerconnected’ world, connections matter more now than ever. By bringing together talented people, world-class technology partners and emerging innovators, we help our clients...

  • Network Specialist

    2 weeks ago

    Johannesburg, South Africa South African Bankers Services Company Pty Ltd Full time

    **Job Description**: The principal purpose of the Network Specialist is to provide persistent support of the networked ecosystem of BankservAfrica and provide consultancy support associated to the networked environment to BankservAfrica clients. **Key stakeholders, the Network Engineer will engage with**: **External clients** - Banks (South African and...

  • Consultant Engineer

    5 days ago

    Johannesburg, South Africa Adzuna ZA B C2 Full time

    We are seeking a Consultant Engineer - Network Engineering Consultant specialising in CCNP (Cisco Certified Network Professional) and CCIE (Cisco Certified Internetwork Expert). You will play a critical role in designing, implementing, and managing advanced network solutions, ensuring robust performance, security, and scalability for client networks.What...

  • Consultant Engineer

    5 days ago

    Johannesburg, South Africa IOCO Full time

    We are seeking a Consultant Engineer - Network Engineering Consultant specialising in CCNP (Cisco Certified Network Professional) and CCIE (Cisco Certified Internetwork Expert). You will play a critical role in designing, implementing, and managing advanced network solutions, ensuring robust performance, security, and scalability for client networks. What...

  • Consultant Engineer

    5 days ago

    Johannesburg, South Africa IOCO Full time

    We are seeking a Consultant Engineer - Network Engineering Consultant specialising in CCNP (Cisco Certified Network Professional) and CCIE (Cisco Certified Internetwork Expert). You will play a critical role in designing, implementing, and managing advanced network solutions, ensuring robust performance, security, and scalability for client networks.What...

  • Technical Support Consultant

    3 weeks ago

    Johannesburg, South Africa Paracon Full time

    Our client in the financial industry is looking for an experienced Technical Support Consultant to provide client support by resolving requests and incidents to ensure optimal infrastructure functionality **Key Responsibilities**: - Process client requests and resolve incidents as soon as possible - Ensure hardware, desktop, network, app and connectivity...