Helpdesk Tac 0 Supervisor - Johannesburg, South Africa - Motivity (PTY) Ltd

Motivity (PTY) Ltd

Verified Company

Johannesburg, South Africa

2 weeks ago

Posted by:

Thabo Mthembu

beBee Recruiter

Description

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.

Common career path is to "Supervisor" or "Service Delivery Manager" who manages the

overall operational framework of the department

Handson experience in SOC, FTR, MIS, Change Control, Customer Experience and

customer handling with excellent English speaking and writing

Support MTN 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 Pointtopoint, and Pointto
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.

Being a point of reference for your team members
Being able to handle escalations from your team members
Having highlevel meetings to discuss the progress, challenges etc. of the team.
Liaising between top management and your team members.
Maintaining a healthy relationship within the team.

Supervisory Responsibilities:

Communication and relationship management with the client
Ensuring that quality customer service is at the desired levels
Driving growth and innovation for the division
Training, managing and appraising staff
Proactively seek to identify and manager risks
Deliver results, ability to plan and organize self and work in order to achieve objectives

and targets

Interface with the customer level on a regular basis
Deliver results: ability to plan and organize self and work in order to achieve objectives

and targets

Collaborate with management on the division management and growth
Customer Management: tactful, resolute and committed to providing excellent customer

service

Ensuring prompt problem solving
Managing of staff: absenteeism, leave, performance etc.
Serving as an escalation point for the team.

SLA Compliance (SLA Table will be provided)

Comply to the ITIL framework
6 Hours MTTR (Metro fibres)
8 Hours MTTR (Longhaul 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 an added advantage
Knowledge on DNS and IP Address leasing/allocation
3+ years' experience in IT support or Telecoms support (Networks, Business support or

customer service)