Engineer - Customer Solutions. Wholesale & Carriers (Contract)

Location: Uganda

Main Purpose:

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.

MTN Uganda Limited is an equal opportunity employer and is seeking to recruit a competent individual to fill the following position.

Job Title: Customer Solutions Engineer

Reports to: Manager – Technology Solutions 

No. of Vacancies: 1

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 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.

Education 

• 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

                                    

ABOUT US

We at MTN Uganda are a purpose and value-led organization!

At MTN Uganda, we believe that understanding our people’s needs and aspirations is key to creating experiences that delight you at work, everyday. We are committed to fostering an environment where every member of our Y’ello Family is heard, understood and empowered to live an inspired life.

Our values keep us grounded and moving in the right direction. Most importantly, they keep us honest. It is not something we claim to be. It is in our DNA.

As an organisation, we consider it our mission to create an exciting and rewarding place to work, where our people can be themselves, thrive in positivity and ignite their full potential. A workplace that boosts creativity and innovation, improves productivity, and ultimately drives meaningful results. A workplace that is built on relationships and achieving a purpose that is bigger than us. This is what we want you to experience with us!

Our commitments go beyond an organisational promise. It is in our leadership and managerial ethos to meaningfully partner with our employees, customers and stakeholders with a vision to realise our shared goals.

We are delighted that you are considering us as your career partner to make a mark in the world. We look forward to your application!

Female Applicants are strongly encouraged to Apply!

Note: 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.

 

Main Purpose: 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.