Enterprise Access Support Engineer, Enterprise Technical Support Engineer at Safaricom Ltd
Safaricom Limited is the leading mobile telecommunications company in Kenya.
We are at the forefront of the industry and always seek to attract and retain talented, creative and innovative team players who are excited by the opportunity of pushing the frontiers of this evolving technology, growing our services, exciting our customers and contributing to our community.
At Safaricom, we take pride in our talent and develop them to realize their maximum potential!
Enterprise Access Support Engineer
Ref: TECHOLOGY-EASE-MAR 2014
We are pleased to announce the following vacancy in the Network & Service Operation Department within the Technology Division.
In keeping with our current business needs, we are looking for a person who meets the criteria indicated below:
Reporting to the Enterprise Access Support Manager – the holder of the position will provide 2nd level technical support for Enterprise Access network to ensure 99.99% Enterprise Access service uptime.
Key Responsibilities:
- Proactive and Reactive support for WiMax BTS, Bespokes, Wi-Fi, Ricis, Safaricom fibre, FTTx, IPRAN technologies;
- Provide proactive and reactive support for Enterprise access network;
- Provide ready for service tests for new access network nodes;
- Provide the operations and support input and feedback to planners to ensure rollout meet customer expectations;
- Build technical capacity for Enterprise access field support partners;
- Performance management for Enterprise access field support partners;
- Ensure field support partners are paid on time and correctness of the invoices;
- Ensure technology vendors provide 3rd level support;
- Analyze NOC reports to identify root cause and recommend and implement permanent solution;
- Generate regular and adhoc performance reports on Enterprise Access network;
- Monitor for fault trends to fix before impacting the service;
- Ensure adequate spares for enterprise access network;
- Ensure all Enterprise access network is documented;
- Ensure existing processes are adhered to;
- Review and improve on the existing processes.
Role requirements;
- Qualified IP /Wimax Support Engineer with CCNA, or equivalent with university degree from a recognized university;
- 3 years’ experience in technical support and a minimum of two years technical support hands on experience, preferably for an Internet Service provider or equivalent;
- BSc Computer Science, or Bsc. Electrical & electronic engineering, Telecommunication engineering;
- Thorough understanding of IPv4;
- Knowledge of Linux/Unix Operating Systems;
- IT proficiency skills in MS office suite;
- Knowledge and skills in Wimax systems, Microwave backhaul systems backed by professional certification;
- Knowledge and Skills on Network Management systems for Wimax networks and Point to Point systems;
- At least 2 year hands-on experience on Wimax, RF systems, FTTx, Fibre;
- Preparation of periodic network reports on network performance;
- Direct involvement in adherence of the laid down methods of procedure;
- Preparation of periodic preventive and corrective fault repairs;
- Understanding of the implications of various scheduled network activities;
- Submission of accurate, timely and relevant information for network expansion and improvement;
- Demonstrate analytical skills and ability to monitor and explain trends and variances;
- Ability to meet strict deadlines;
- Ability to work without supervision;
- Ability to analyze processes and systems for enhancement of efficiencies and performance;
- Highly computer literate and use of reporting tools;
- Ability to relate well with both internal and external customers and work in teams;
- Skills and ability to train others and enhance their skills and competencies;
- Self-drive for results.
If you feel that you are up to the challenge and possess the necessary qualification and experience, please send your resume with your cell phone contact indicating your experience and why you are the most suitable candidate for the role clearly quoting the job title and job reference to the address below by Tuesday 25th March 2014.
Nairobi
The Head of Talent and Resourcing,
Safaricom Limited
via E-mail to internalapplications@safaricom.co.ke
Safaricom Limited is the leading mobile telecommunications company in Kenya.
We are at the forefront of the industry and always seek to attract and retain talented, creative and innovative team players who are excited by the opportunity of pushing the frontiers of this evolving technology, growing our services, exciting our customers and contributing to our community.
At Safaricom, we take pride in our talent and develop them to realize their maximum potential!
Enterprise Technical Support Engineer
Ref: TECHOLOGY-ETSE-MAR 2014
We are pleased to announce the following vacancy in the Network & Service Operation Department within the Technology Division.
In keeping with our current business needs, we are looking for a person who meets the criteria indicated below:
Reporting to the Enterprise Platinum Support Manager- the holder of the position will perform complex EBU 2nd Line technical support operations for Global Enterprise customers and resolution of Platinum support escalation and liaise with vendors to offer permanent solutions to recurring problems.
Key Responsibilities:
- Handle escalations from Safaricom Global Enterprise customers, its partners and Safaricom special projects;
- Research, review and recommend emerging technologies and innovative customer solutions and liaise with stakeholders for technology adoption to maximize service availability;
- Oversee technical support engineers and effectively liaise with subject matter experts-level 3 support players to diagnose, troubleshoot, and repair complex customer issues;
- Perform capacity monitoring and reporting on network resources;
- Perform scheduled preventive maintenance for proactive support for global customers;
- Perform root cause analysis on issues to avoid recurrence;
- Escalate and follow up issues with Global NOCs and relevant teams;
- Effectively communicate ticket status, service outages and escalate as per established customer support and escalation matrix.
- Ensure all customer solutions are documented;
- Ensure all running configurations are backed up;
- Ensure all Preventive and restorative procedures are documented and adhered to.
Role requirements;
- Bachelor’s degree in computer science, BSc Electrical and Electronics Engineering, Telecommunications engineering, MIS, or related field;
- CCNP, CCNP-Voice, CCIP certifications are mandatory;
- CCIE-Voice, CCIE SP, CCIE R&S is an added advantage;
- 5 years’ experience in technical support and preferably for an Internet Service provider or equivalent;
- International experience in offering technical support is an added advantage;
- Proven customer service/support skills with internal and external customers;
- Strong technical analysis, troubleshooting, and problem resolution skills, including research of customer issues, issue re-creation, and log file analysis;
- Involvement in implementing and supporting products and solutions in an enterprise environment;
- Effective use of people and performance management tools to meet quality goals;
- Working knowledge of process improvement practices;
- Exceptional verbal and written communication skills;
- Hands-on leader;
- Strong work ethic;
- Capability to influence cross-functional teams and to build trust with team, clients, and internal departments;
- Capacity to learn quickly and adapt to changing priorities;
- Ability to understand and communicate highly complex technical issues;
- Commitment to quality.
If you feel that you are up to the challenge and possess the necessary qualification and experience, please send your resume with your cell phone contact indicating your experience and why you are the most suitable candidate for the role clearly quoting the job title and job reference to the address below by Tuesday 25th Mar 2014.
The Head of Talent and Resourcing,
Safaricom Limited
Nairobi
via E-mail to hr@safaricom.co.ke
