Job Title: Customer Solutions Engineer
Organisation: MTN Uganda
Duty Station: Kampala, Uganda
Reports to: Manager – Technology Solutions
About Organisation:
MTN Uganda is the leading telecommunications Company in Uganda, providing payphone, fixed lines, fax/data, internet and mobile services.
Job Summary: The Customer Solutions Engineer is 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.
Key Duties and 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.
Qualifications, Skills and Experience:
- 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
NB: Female applicants are strongly encouraged to apply. In compliance to the Data Protection & Privacy Laws of Uganda, MTN Uganda will use your application documents for purposes for which they were intended for.
How to Apply:
All candidates who wish to join MTN Uganda Limited in this capacity should apply online at the link below.
Deadline: 6th June 2025
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