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Jobs and Vacancies in Wananchi Group, Kenya

Wananchi Group (K) Ltd

Job Title:
 Service Engineer
Department: Customer Experience

Location: Gateway Park
Employment Status / Type: Full-time
Position Reporting to: Customer Surveillance Manager
Manages Others: No
Job Purpose / Summary: Reporting to the Team Leader, the job holder is responsible for answering customer enquiries, monitoring, troubleshooting and escalating, for Zuku Fiber client connections on HFC and GPON networks; Voice platform and Metro Ethernet.  

The job holder will be expected to
  • provide one-stop customer support for all Fiber services by responding to customer contacts within defined SLAs
  • resolve customer query on first contact and keep the promise of query/problem resolution for escalated cases  
  • take full ownership of customer cases that land and handover unresolved cases at end of day
  • ensure customer satisfaction with service and quality of support provided.
The job holder will be expected to undertake extensive troubleshooting for any service matters using the existing systems and follow up with transversal teams to resolve.  

Good interpretation of customer queries and relay of accurate information to reassure customers and manage their expectations – are key to this role. 

The job holder will be expected to identify and highlight to the Team Leader, all emerging service issues of general of unique nature; that may require maintenance, upgrade or restructuring of Fiber services in order to meet customer needs. 

The job demands high performance of the holder, for which KPIs are defined and measured for monthly performance scores. 

Any other duty that may be assigned.

Experience and Background Required:
  • Degree / Diploma in any of these fields: Electrical / Electronic, Telecommunications, Computer Technology, Computer Science, Information Technology.
  • 2 yrs Experience in Engineering
  • Skills in Enterprise Solutions, VPN.
  • Knowledge in transmission.
  • Understanding of - IP networks; the contention ratios in the network; Metro Ethernet networks
  • Troubleshooting skills e.g. on CMTS basic configuration, IP assignment (DHCP services).
  • Understanding of the basic network design & structure:  Master node, distribution node, GPON.
  • Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists.
  • Knowledge and experience in reading, analyzing, and interpreting reports and technical procedures.
  • Proficiency in MS Office - specifically Excel, Access, Word, PowerPoint.
  • Ability to effectively present information and respond to questions from management, peers and customers.
  • Ability to handle service delivery and service assurance processes and structures in a large telecommunications environment.
  • Self-driven, customer centric and team player.

Job Title: Maintenance Engineer
Department: Technical

Location: Gateway Park
Employment Status / Type: Permanent
Position Reporting to: Network Manager
Job Purpose / Summary: Maintenance Engineers are responsible for installing, maintaining, and repairing residential cable television and Internet services  
Key Roles:

  • Development of processes for the maintenance team, implementation and frequent review to improve the processes.
  • Develop a payment process and schedule of all the co-location sites, implement the process and schedule with frequent reviews for improvement. This will make that all the co-located are paid on time and avoid disconnection.
  • Provide intervention, where necessary, in the acquisition of licenses and permits to the contractor release the Home Passes and maintain the network to meet the SLA provided. This includes NCC, KPLC permits, KPLC pole use contract,
  • Check the quality of the maintenance jobs and reconcile the materials used in comparison the job done. Put in place good controls to reduce on the cost incurred on the main line and subscriber maintenance e.g. reducing unwarranted truck rolls.
  • Receive calls and alarms from NOC, analyze and monitor the follow on processes for timely problem is resolution within the period defined on the SLA. Advice NOC on the cause of the outage in cases that require technical interpretation and possible solution.
  • Monitor the production of maintenance ticket by advising the customer care of any planned maintenance or outage that is not visible from NOC. Advice the call center on the cause of the outage that require technical interpretation and probable solution.
  • Check on the RFS status on the headend/hub, node, and the taps that area released by the contractor, the RFS release should match with the RFS on the ground and meet the quality as defined on the SLA.
  • Oversee the QC of 20,000 Home Passes during the transition and 84,000 Home Passes through the year ending 2013 based on the contracted month on month Home Pass release schedule.
  • Check the quality of the build during the construction stage and make sure that the construction is within defined quality and meets the expectation of the provider. Request for changes during the construction where there is an error in construction before it is released as RFS.
  • Check the quality of a good percentage sample of the Home Passes released within one year after a node has been release by the contractor make sure that corrections are done in areas that the quality has not been met as defined by wananchi.
  • Oversee the decommissioning of old network and Base stations in HFC and GPON RFS areas during transition period
How to Apply

Interested and qualified candidates to submit their application including a detailed CV,day time telephone contact to with a subject line Maintenance Engineer on or before 20th September 2016.

Wananchi Group is an equal opportunity employer and will offer competitive remuneration and benefits to the right candidate.

Only short-listed candidates will be contacted.

Note: Canvassing will lead to automatic disqualification.

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