Mns Support Agent

**Function**: - 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. - Hands-on experience in SOC, FTR, MIS, Change Control, Customer Experience and customer handling with excellent English speaking and writing - Support 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. 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 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 Ability to commute/relocate: - Johannesburg, Gauteng: Reliably commute or planning to relocate before starting work (required)