Customer Solutions Engineer job at MTN-Uganda

Description

MTN Uganda is hiring a Customer Solutions Engineer responsible for ensuring the successful delivery, activation, and support of customer solutions. The role combines technical deployment, customer onboarding, and support to deliver a seamless customer experience and reduce churn.Kampala job listings

Reports to: Manager – Technology Solutions

No. of Vacancies: 1

Main Job Functions:

Key Responsibilities

• Provide technical onboarding, including service overview, escalation processes, and operational guidelines to new and existing wholesale customers.
• Coordinate installation, provisioning, and activation of wholesale services such as fiber connectivity, IP Transit, leased capacity, dark fiber, and colocation.
• Ensure that services are delivered in line with customer requirements, technical specifications, and agreed service-level agreements (SLAs).
• Act as the primary technical contact for wholesale customers during the onboarding and post-sales support
• Document installation, activation, and support activities accurately in internal systems.
• Track delivery and SLA KPIs, including installation lead times, resolution times, and customer feedback.
• Coordinate closely with the NOC, Network team, and Field Teams to escalate and resolve issues efficiently.

Education

• Bachelor’s degree in a technical discipline or equivalent education, training and/or experience.

Work Experience

• 3+ years experience in a technical service delivery, support engineering, or systems engineering role.
• Strong technical background in data Technologies MPLS/VPLS, Ethernet and IP
• Excellent problem-solving skills and attention to detail.
• Good communication skills able to engage both technical teams and customers.
• Ability to prioritize and handle multiple projects/customers simultaneously.
• Strong ownership mentality

Skills / physical competencies:

• Appreciates team work fundamentals
• Highly developed analytical thinking
• Good Interpersonal skills, ability to listen and observe
• Good written and verbal communication skills
• Flexibility and ability to handle stress
• Good planning and organization skills
• Ability to work under minimum supervision.
• Possess honesty & Integrity fundamentals as a minimum

• Provide technical onboarding, including service overview, escalation processes, and operational guidelines to new and existing wholesale customers.
• Coordinate installation, provisioning, and activation of wholesale services such as fiber connectivity, IP Transit, leased capacity, dark fiber, and colocation.
• Ensure that services are delivered in line with customer requirements, technical specifications, and agreed service-level agreements (SLAs).
• Act as the primary technical contact for wholesale customers during the onboarding and post-sales support
• Document installation, activation, and support activities accurately in internal systems.
• Track delivery and SLA KPIs, including installation lead times, resolution times, and customer feedback.
• Coordinate closely with the NOC, Network team, and Field Teams to escalate and resolve issues efficiently.

• Appreciates team work fundamentals
• Highly developed analytical thinking
• Good Interpersonal skills, ability to listen and observe
• Good written and verbal communication skills
• Flexibility and ability to handle stress
• Good planning and organization skills
• Ability to work under minimum supervision.
• Possess honesty & Integrity fundamentals as a minimum

• Bachelor’s degree in a technical discipline or equivalent education, training and/or experience.
• 3+ years experience in a technical service delivery, support engineering, or systems engineering role.
• Strong technical background in data Technologies MPLS/VPLS, Ethernet and IP
• Excellent problem-solving skills and attention to detail.
• Good communication skills able to engage both technical teams and customers.
• Ability to prioritize and handle multiple projects/customers simultaneously.
• Strong ownership mentality