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Safaricom Limited Enterprise Technical Support Engineer Job in Kenya

Category: General Jobs in Kenya
Posted: Mar 22, 2014

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


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

via E-mail to [email protected]
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