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Customer Solutions Engineer
MTN Uganda
Location: Uganda
Department: Technology Solutions
Reporting to: Manager – Technology Solutions
Employment Type: Full-time
Job Summary
The Customer Solutions Engineer is responsible for the successful delivery, activation, and support of customer solutions. The role combines technical deployment, customer onboarding, and support to ensure a seamless customer experience while reducing customer churn.
Key Responsibilities
Customer Onboarding & Support
Provide technical onboarding for new and existing wholesale customers.
Explain service overviews, escalation processes, and operational guidelines.
Serve as the primary technical contact during onboarding and post-sales support.
Service Delivery & Activation
Coordinate installation, provisioning, and activation of wholesale services.
Support services such as fiber connectivity, IP Transit, leased capacity, dark fiber, and colocation.
Ensure service delivery meets customer requirements and agreed SLAs.
Monitoring & Documentation
Document installation, activation, and support activities in internal systems.
Track delivery KPIs including installation lead times and resolution times.
Monitor customer feedback to improve service quality.
Technical Coordination
Work closely with the NOC, Network teams, and Field teams.
Escalate and resolve technical issues efficiently.
Ensure timely communication between internal teams and customers.
Qualifications & Experience
Bachelor’s degree in a technical discipline or equivalent training and experience.
Minimum of 3 years’ experience in technical service delivery, support engineering, or systems engineering.
Strong technical knowledge of:
MPLS/VPLS
Ethernet
IP technologies
Key Skills & Competencies
Strong analytical and problem-solving skills.
Excellent communication skills.
Ability to manage multiple customers and projects simultaneously.
Strong planning and organizational skills.
Ability to work under minimal supervision.
Teamwork and collaboration.
High level of integrity and professionalism.
How to Apply
Interested candidates should apply through the official MTN Uganda careers platform.
