Managed Service Engineer

Job Summary

The Managed Service Engineer will be responsible for end-to-end communication monitoring and fault management of all circuits of Managed Services origin in MainOne using various TX, IP, and trouble ticketing systems to support the delivery of his job functions.

  • Minimum Qualification: Degree
  • Experience Level: Senior level
  • Experience Length: 5 years

Job Description/Requirements

Specifically, the Managed Services Engineer will be responsible :             

  • Monitor all MainOne Managed Services customer circuits providing a specific update, status, and performance to customer and MainOne internal stakeholders, etc.
  • Identify faults or performance issues within the customer network from MainOne’s monitoring tools in accordance with the Company’s standard operating procedure for fault escalation and management.
  • Work with the service desk team to ensure trouble tickets (TT) are opened and updated for every network event within the customer’s managed services network and ensure they are tracked with customers, MainOne internal teams, and MainOne partners till they are closed.
  • Ensure proper technical documentation of the customer's managed services circuits and network information to aid the effective operation of the managed service.
  • Maintain constant communication through phone calls and emails with the customer taking his complaints and ensuring they are resolved to the satisfaction of the customer using Main One’s standard operating procedures.
  • Run daily, weekly and monthly reports on customer’s network performance and share with customer and MainOne internal stakeholders.
  • Ensure all signed Managed Services SLAs with customers are met.
  • You will be required to liaise and interface with other groups/departments internally and other MainOne partners not limited to her vendors and 3rd Party service providers who are involved in the deployment of the "Managed Service" solutions.

Qualifications, Skills & Competencies:

  • Minimum BSC in Electrical Electronics Engineering or Degree in a related discipline.
  • 5 - 7 years experience
  • Routing Protocol troubleshooting experience (BGP, IS-IS, OSPF, EIGRP)
  • Good knowledge of networking technologies- TCP/IP, BGP, DNS will be an added advantage.
  • Relevant Professional/Technical certifications preferably CCNA & CCNP
  • Good knowledge of Microwave networks. Working knowledge of Ubiquiti radios will be an added advantage.
  • Good knowledge of Fibre network and its related carrier technologies e.g. GPON, Media Converter, and DWDM.
  • Good communication skills.
  • Good documentation and reporting skills with proficiency in the use of Microsoft Office.
  • Able to use initiative to tackle a broad range of problems, while still following procedures and processes.
  • Strong diagnostic, analysis, and problem resolution skills with a flexible approach to problem-solving.
  • Able to work well within a busy team and handle a wide range of issues.
  • Capable of multi-tasking, good time management, and prioritization of workload.
  • Strong analytical skills and able to collate and interpret data from various sources.
  • Ability to assess and prioritize faults and respond or escalate accordingly.
  • Willing to learn and develop new skills and actively seeks out tasks that help develop skills and knowledge.
  • Actively seeks ways of improving existing systems and processes.
  • ‘Can do’ attitude.
  • Actively encourage strong working relationships with other teams.
  • Ability to form good customer relationships with the customer.
  • Good technical documentation skills
  • Very good understanding of Main One’s products and processes
  • Eager and quick to learn
  • Outstanding verbal and written communication skills
  • Strong leadership skills
  • Strong commitment to excellence
  • Innovation and creativity
  • Result orientated

Demands of the job:

  • Ability and willingness to work round the clock when required, and meet tight deadlines
  • Good research skills.
  • Ability to pay attention to details

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