Messaging Support Engineer - MTN GlobalConnect

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Messaging Support Engineer - MTN GlobalConnect

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The messaging support engineer will form part of an MTN GC technology operation organization team responsible for resolving or escalating Messaging applications and infrastructure issues. This candidate will provide Level 1 infrastructure support to the business performing root cause analysis and suggesting improvement plans where required.

Key Performance Areas: Core, essential responsibilities/outputs of the position (KPA’s)

Service Desk Engineer will be the Single Point of Contact for all Messaging related issues for end users whose key responsibilities include:

  • Responsible for handling Incidents and change requests and will be the point of contact for Messaging-related issues.
  • Ensuring every issue/request is logged in the ServiceNow ticketing tool without any lapses.
  • Providing the first Level for all related infrastructure-related services within agreed SLA’s.
  • Quantifying and qualifying the impact or operational risk to escalate the incident on time if necessary.
  • Performing diagnosis on incidents to drive mitigation and coordinate the efforts to mitigate them.
  • Route tickets to internal 2nd and 3rd Level Messaging support staff appropriately without any misrouting.



  • Assigning service requests/incidents to appropriate support teams and follow up until closure.
  • In charge of driving and implementing changes in development and production environments.
  • Communicating with the business about changes, incidents, and maintenance.
  • Using the incident management system (ServiceNow) to document and manage Incidents and work requests and their respective resolutions and circumventions.
  • Coordinate with Level 2 teams during Major incidents and provide updates to Users.
  • Ensuring the ticket is updated with the latest updates descriptively for future reference
  • Adhering to on-call duties and operating processes – KPIs and SLAs.
  • Constantly upscale your technical expertise to administer a wide range of infrastructures.

Job Requirements (Education, Experience and Competencies)


  • Minimum 3-year Academic Diploma in Information technology.
  • Fluent in English and language of country (preferable).


  • Minimum of 2 years’ experience in Messaging systems support.
  • Proficiency in Service Now.
  • Strong verbal and written communication skills to communicate effectively with business partners and other engineers.
  • Knowledge and practical experience within the Telecommunications industry.
  • Being a self-starter and the ability to work unsupervised is essential.
  • Worked across diverse cultures and geographies (advantageous) .




  • Implementers, Decisive Problem Solvers, Best Practice Value Creator
  • Culture and Change Champion, Guiding People Manager, Relationship Builder
  • Results Achiever, Operationally Astute
  • Ability to multi-task in a fast-paced environment while prioritizing work items appropriately.
  • Self-motivated, self-confident team player that can work well in a fast-paced environment. Quick on one’s feet, fast thinker.
  • Ability to understand and communicate high-level technical concepts.
  • Process driven; leverage existing processes to efficiently execute duties.
  • Ability to work with the customer and to involve the right people; solicits input, knows and plans for stakeholder impact. Self-motivated, independent worker, driven to complete tasks quickly
  • Ability to balance’s priorities and manage workload effectively.
  • Quickly adapts approach as the situation changes.
  • Detail-oriented individual to ensure all issues are resolved to customer satisfaction.


Regional and international travel (if required)

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