JOB PROFILE

MTN Guinea Republic

Title of position:

Location of the job : Network

Position Code:

Org. Level: 2

Reports To:
Network Operations Supervisor

Back Office Engineer

Number of subordinates:

Functions & Responsibilities

Tracking network troubleshooting of faults from the time of their occurrence till the time of their resolution
Record and report logs. The logs are made only for internal database purposed, such as Daily Fault Log,
Planned Work Monitoring, Complaint Handling, and Problem Summary Log
Daily operation activity report for the suppliers back-office functions
Provide interface to the Customer Care, Network Field Services, Network Optimization & Performance,
Vendor, etc.
Participate in the trouble ticket process overview and monitor the closure rate against set SLA times
During network failure and while the problem still persists, check the SLA time remaining. This is based on
the Escalation Matrix
Ensure for all tickets outside the SLA are escalated to the Network Operations Engineer
Issue and monitor Change Orders implementations to ensure that the intended objectives are achieved.
Updates the Change Register and establishes the links to the Data Depository on the Managed Service
folder under Change Management folder
Implement Changes to internal business processes, practices and interfaces that have been established
and required changes or improvements
Produces reports to compare actual versus agreed upon service levels at the end of an SLA evaluation
term
Maintain operational status of the access and core network using the Network tools, procedures, documents
and routines
Perform basic fault handling
Understudy External and Internal High Level Support staff and acquire necessary skills to handle Network
Operations and maintenance activities
Routine maintenance tasks on the network nodes as per the schedule
Service desk handling for internal and external customers through incident management
General housekeeping duties and cleanliness of nodes accessible to Network Operations
Timely communication / updates of events that can affect network quality and availability
Implement projects as per work assignment to Network Operations
Escalations and reporting to Network operations Supervisor

Knowledge:
Quick and self-motivated learner to cope with the dynamic telecom industry
Knowledge of basic English language is an added advantage
Experience in handling customer escalations and managing expectations.
Basic UNIX skills
Knowledge in operating NMS and ticketing systems
Knowledge in ITIL processes for Incident, Problem, and Change management.

Skills / physical competencies:

Self-supervised worker, Self-motivated learner, Creative
Resilience and capable working on SHIFTS as well as emergency unscheduled work
Team player with good communication skills
Able to work closely with peers and other business units
Good documentation skills

Behavioral qualities:
Highly organized, structured and calm personality capable of prioritizing competing tasks/challenges that the
network presents to the incumbent
Can do spirit driven by the customer centric approach towards tasks and work in general
Adaptable, used to working to tight time scales, motivated to manage own time, works well on own and
with a team
Attention to detail
Minimum Requirements

Bachelor's degree or Higher Diploma in telecommunications, computer engineering, electrical engineering or

equivalent

Experience:

2-3 years of telecoms experience

Training:
Mobile Telecommunications courses (GSM training, IP networks training, GSM and Fixed line Switching
techniques, SDH & PDH Transmission fundamentals, OSS/ BSS/ NSS O&M)
Basic training in Project Management
Network SLA/ KPIs