Engineer – Customer Solutions

Job Description

• Main Purpose:
  • The Customer Solutions Engineer is responsible for ensuring the successful delivery, activation, and support of customer solutions
  • Combines technical deployment, customer onboarding, and support to deliver a seamless customer experience and reduce churn
• Role Details:
  • Job Title: Customer Solutions Engineer
  • Reports to: Manager – Technology Solutions
  • No. of Vacancies: 1
  • MTN Uganda Limited is an equal opportunity employer seeking a competent individual for this role
• 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 services are delivered in line with customer requirements, technical specifications, and agreed SLAs
  • Act as the primary technical contact for wholesale customers during 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 NOC, Network teams, and Field teams to escalate and resolve issues efficiently

Responsibilities

• Provide end-to-end support for customer solution delivery and activation
• Ensure alignment with SLAs and technical requirements
• Maintain accurate documentation and reporting of all technical activities
• Collaborate with cross-functional technical teams to resolve issues
• Monitor performance metrics and continuously improve service delivery

Qualifications

• Education:
  • Bachelor’s degree in a technical discipline or equivalent education, training, and/or experience
• Work Experience:
  • 3+ years’ experience in technical service delivery, support engineering, or systems engineering
  • Strong technical background in data technologies including MPLS/VPLS, Ethernet, and IP
  • Excellent problem-solving skills and attention to detail
  • Strong communication skills with the ability to engage both technical teams and customers
  • Ability to manage multiple projects or customers simultaneously
  • Strong sense of ownership
• Skills / Physical Competencies:
  • Strong teamwork orientation
  • Highly developed analytical thinking
  • Good interpersonal, listening, and observation skills
  • Strong written and verbal communication skills
  • Flexibility and ability to handle stress
  • Good planning and organizational skills
  • Ability to work with minimal supervision
  • High level of honesty and integrity