Enterprise Support Engineer at Orange Telkom
Region: Nairobi
Reporting to: Enterprise Technical Support Manager
Department: Technology Division
Role Purpose: The Enterprise Support Engineer Administration will be responsible for providing premium support to enterprise customers on technical service issues and together with relevant sections troubleshoot and resolve those issues.
Role Purpose: The Enterprise Support Engineer Administration will be responsible for providing premium support to enterprise customers on technical service issues and together with relevant sections troubleshoot and resolve those issues.
In addition, proactively monitor and notify enterprise customers on their performance, report on performance KPIs on a 24/ 7 hour basis in liaison with other relevant teams.
Key Duties and Responsibilities
- Proactively monitor links usage, protocol analysis, frequent down times and notify clients on the same.
- Advice the Account Manager on possible and potential upgrades/ upsells to the service
- Provide monitoring, management, event correlation and administrative support for the TKL Enterprise customers’ voice and data network on a 24 hr. × 7 rotational shift basis.
- Be able to provide 1st and 2nd line support for all network events related to Enterprise Customers networks.
- Pick client incoming calls and do 70% of the technical troubleshooting to close tickets on 1st call and ensure proper resolution issues within the agreed SLAs.
- Gather diagnostic details, troubleshoot and resolve standard network issues, assigning tickets to TMCs, notifying the enterprise customer about RFOs/TTRs and preparing incident reports.
- Effectively manage fault escalation processes and Incident management processes for each reported Enterprise customer cases.
- Maintain accurate, consistent and clear communications with a wide a variety of internal and external teams so as to provide relevant feedback to enterprise customers.
- Analyzes Enterprise customers’ services performance KPIs and provides feedback to various stakeholders on the performance levels vis-à-vis the SLAs.
Academic / Professional Qualifications
- University degree in IT / Computer Science / Engineering / Telecommunications.
- One to three years’ work experience in tier 2 network support.
- Cisco Certified Network Associate is a Plus
Key Competencies:
- Customer & results orientation
- Experience with managing Enterprise customers’ expectations
- Ability to learn new technologies quickly in a self-study environment.
- Problem solving, troubleshooting and analytical thinking
- Planning and organizing and pro-active approach
- Team-work, communication and co-operation
- Ability to multi-task in a high pressured, time critical environment.
- Willing to work a flexible schedule to meet24/7 business requirements
This position is opened to Kenyan citizens only.
If you fit the required profile, please apply highlighting how your qualifications, experience and career aspirations match the requirements for this position.
Application should be sent by latest 28th December 2016, please provide an updated Curriculum Vitae (CV) including details of your current telephone contacts and names of three referees.
Apply through recruitment@telkomkenya.co.ke and quote the job title in the subject field.
Only shortlisted candidates will be contacted.
