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Support Partner - Monitoring Technology

Closing: May 21, 2024

This position has expired

Published: May 15, 2024 (12 days ago)

Job Requirements

Education:

Work experience:

Language skills:

Job Summary

Contract Type:

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Qualifications
Job Requirements (Education, Experience and Competencies):
Experience:
  • At least 3 years experiences in Telecommunications, with operational support experience
  • At least 2 years experiences in fixed infrastructure and IP environment 
  • Experience on OTN,  WDM and SDH 
  • Experience on Huawei transmission equipment (OSN) 
  • Experience on Cisco or Huawei IP equipment (NE40) 
  • Good reading and writing skills 
  • Excellent follow up and time control skills 
  • Ability to assess the impact of different network problems

Competencies:

  • Key business soft skills including but not limited to problem solving, information processing, and analytical understanding 
  • Data interpretation, quality focus, continuous improvement, and reporting skills 
  • Strong communication skills 
  • Highly client driven interactions 

Other:

  • Regional travel      
Responsibilities
Qualifications
Job Requirements (Education, Experience and Competencies):
Experience:
  • At least 3 years experiences in Telecommunications, with operational support experience
  • At least 2 years experiences in fixed infrastructure and IP environment 
  • Experience on OTN,  WDM and SDH 
  • Experience on Huawei transmission equipment (OSN) 
  • Experience on Cisco or Huawei IP equipment (NE40) 
  • Good reading and writing skills 
  • Excellent follow up and time control skills 
  • Ability to assess the impact of different network problems

Competencies:

  • Key business soft skills including but not limited to problem solving, information processing, and analytical understanding 
  • Data interpretation, quality focus, continuous improvement, and reporting skills 
  • Strong communication skills 
  • Highly client driven interactions 

Other:

  • Regional travel      

Mission / Core purpose of the Job:

  • The Service Desk Monitor Support will provide support for the ICT infrastructure including vendor escalation, take inbound calls and provide 1st line support for incident / requests raised.
  • Through monitoring provide pro-active support for customers and ensure SLA compliance is met with the end customer.

Duties

  • Key Performance Areas: Core, essential responsibilities / outputs of the position (KPA's)
  • The Service Desk Monitor Support will be accountable to achieve the following objectives:
  • Perform proactive monitoring of customer connectivity and network devices 
  • Provide general first level technical support to end users organisation-wide
  • Assist in providing first-level phone / email support on ICT related issues and facilitate technical issues requiring location visits.
  • Provide first-level Support as per the organization’s guidelines.
  •  Communicate resolution of faults to request initiators.
  • Update assigned tasks in a timely manner; escalate as required to management, vendors and clients. 
  • Ensure proper escalation during outages or periods of degraded system performance, problem resolution and customer satisfaction.
  • Assist in maintaining issues/request log. Ensure accurate and prompt logging of all requests/ issues unto the central database
  •  Implement/comply with pre-defined service desk management policies and procedures.
  •  Assist in administering customer satisfaction surveys to obtain feedback on Service Desk efficiency (where necessary).
  • Perform any other duties as assigned by the Manager, Service Desk

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