Wananchi Group (K) Ltd
Job Title: Service Engineer
Job Title: Service Engineer
Department: Customer
Experience
Location: Gateway Park
Employment Status / Type: Full-time
Position Reporting to: Customer Surveillance Manager
Manages
Others: No
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:
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 recruit@ke.wananchi.com 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.
Note: Canvassing will lead to automatic disqualification.
