IT Field Support Engineer - MTN Ghana

Job Summary:

Provide first level support for all end users devices, hardware, software, and application problems, including issues reported electronically via the service desk. Provide polite and friendly customer service. Resolve or ensure total resolution of every incident reported or assigned. Document incident status and solutions in incident database tools. Amongst other responsibilities, the engineer will open, track and close incidents tickets, and remain on top of status updates and requests, while reporting back with the customer. Escalate incidents that require change and ensure change is implemented.

Job Context

• Technology and Platform business
• Multi-regulation and multifaceted stakeholder management
• Public Listed Organization
• Environmental, social and governance prioritized
• Partnerships at the core of business practices
• Managed Services organisation and regional Structure implication
• MTN Group approved Telecommunication/ICT Network Standards and Practices
• Global technology trends and advancements
• Diverse Cultural environment
• Agile way of work

Key Tasks:

• Ensure agreed targets are met and appropriate qualitative standards achieved
• Create knowledgebase documents and articles in the knowledgebase from the incident and problem resolution activities
• Ensure that incident and requests (Change requests and Work order fulfilment), which are assigned to the field team, are resolved within the completion targets dictated by the SLAs.
• Support with Operating Systems installations and troubleshoot user problems
• Provide L1 Support on User account related complaints either remotely using remote-support tools or physically to fix user issues
• Escalate Incidents to the L2 Support teams for resolution
• Visit branches on a daily basis to address IT issues being faced by our customers.
• Supervise the installation, decommission and disposal of end user devices.
• Administer and manage the Centralized Imaging Solution environment. This includes creating of new print queues, user print quotas and general printer troubleshooting
• Liaise with General Services to fix broken or faulty cables and NOC and Technical team to fix/restore connectivity challenges during branch visits
• Responsible for UPS availability and uptime at the within the organization
• Provide support on projects and branch management support including decommissioning of IT asset and new setups
• Assist with setups for the Business’ Outdoor Events
• On-call emergency service support and troubleshooting assistance
• Prepare weekly reports to line manager on branch updates
• Perform related duties assigned by line manager

Education

• Minimum of a B.Sc. in Computer Science/Engineering, Electrical & Electronic Engineering
• Certification in ITIL, MCP, A+ and Network+, Security + CE certifications is an added advantage

Experience

• Minimum of three (3) years’ relevant work experience in IT Support related issues, Network Connectivity - TCP/IP troubleshooting and Microsoft technologies (O365, Windows OS, Intune, SCCM, SCOM, etc)

Professional/Technical competencies

• Good knowledge of internetworking technology.
• Knowledge of various infrastructure technologies
• TCP/IP and LAN Topologies
• IT Service Management (ITSM) or ITIL Standards Framework
• Ability to develop and follow procedures for managing, monitoring, and reporting on operations
• Ability to support 24x7x365 operations centre, including supporting swing shifts
• A good understanding of file and print services

Must live the MTN Values of

• Lead with Care, Collaborate with Agility, Serve with Respect, Can Do with Integrity, Act with Inclusion, COS

Must exhibit the MTN Vital Behaviors of

• Complete Candor, Complete Accountability, Active Collaboration & Get it done.

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