Website Telkom
Telkom SA SOC Limited is a South African wireline and wireless telecommunications provider, operating in more than 38 countries across the African continent. Telkom is a semi-privatised, 39% state-owned enterprise.
Core Description
Responsible for investigating and resolving end-to-end mobile network-related customer queries, improving overall network quality, and ensuring service quality.
The role also serves as a liaison with third-party teams, Operations, Core teams, and RNP/O teams to enhance overall network quality.
Job Responsibilities
End-to-end Investigating and resolving mobile network-related customer complaints.
MSISDN level subscriber call traces analysis and troubleshooting.
Network field measurements and System Measurement data analysis, i.e., Drive Test Logs, etc.
Liaise with Network Planning and Optimization teams to resolve network quality problems.
Technical engagement with the vendors on Network Quality issues and Network-related customer complaints investigations and resolution.
Correlation of network optimization activities to end-user network service experience improvements.
Measure and quantify network-related customer quality of experience.
Correlation of network performance data and network faults to network-related customer quality of experience.
Design and develop customer experience metrics and reports.
Field Technician’s measurement analysis and reporting.
Passive and Active probe trace analysis.
Provide mentorship and on-the-job training to junior staff.
Mobile Network Customer Complaint BIN management.
Service Vendor SLA Management.
Core Competencies
Functional Knowledge
Sound IT Skills and Tools; Device Configuration (i.e. laptop; Mobile devices and CPEs etc); MS Office Product Suite Word; Excel and Power Point etc.); Any computer scripting language, Visual Basic, Python; SQL etc.; Database Management; Data Visualisation tools (i.e. MapInfo, Power BI, Tableau, QGIS etc.); Post-processing Tools; Use OSS tools to investigate, troubleshoot to resolve network issues; Reporting; Executive and Technical Report writing; Mobile network protocols and signalling
Functional Skills
Mobile network optimization and troubleshooting; Field measurement and post-processing techniques, and associated tools; Mobile technologies like 5G; LTE; VoLTE, WCDMA, GSM, Wi-Fi, etc.; Mobile network RF planning and associated tools; Mobile network performance analysis; Problem-solving and Analytical
Competencies (Behaviour)
Customer-centric; Proactive and niche creativeness; Team player; Ability to work with a cross-functional team
Certifications
Education
NQF 7: 3 year Degree
Experience
5 Years relevant experience
Additional Information
Certification, Qualifications and experience:
Qualification – Bachelor’s Degree in Electrical Engineering – Light Current
5 years of experience in the Mobile Network Telecommunication industry:
At least 1 year of which MUST be with mobile protocols and call flow signalling analysis
At least 2 years or more of mobile RF Planning & Network Optimization industry experience and techniques
Another 1 year of which MUST be with mobile Network Performance analysis
At least 1 year in field measurement and post-processing
Additional Certification/ Professional Registration:
ECSA (though not mandatory but must be prepared to register).
Membership in IEEE will be an added advantage.
Special Requirements:
Good understanding of 3GPP, IEEE and IETF, technical standards.
Relevant in-service training from mobile equipment vendors in network performance and/or network optimization will be an added advantage.
Good knowledge of IP transport and Core networks will be an added advantage.
Good experience in mobile network optimization and troubleshooting.
Very good knowledge of field measurement and post-processing techniques, and associated tools.
Sound knowledge of mobile technologies like 5G; LTE; VoLTE, WCDMA, GSM, Wi-Fi, etc.
Good knowledge of any mobile network RF planning and associated tools.
Experience in mobile network performance analysis.
Strong Problem-solving and Analytical Skills.
Excellent communication skills – both written and verbal.
Special Requirements
Valid Drivers license
Willing to work long hours
Physical Requirements
None
Key Stakeholders
Managed Services Providers
Network Planning and Optimisation teams
Network Operations teams
Technology and Integration Teams
Service Operations Centres
Senior Management
Apply via company website ( https://www.telkom.co.za ) or
jobs.telkom.co.za