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Jobs and Vacancies in Orange Telkom, Kenya

Position: Administration & Quality Analyst 
 
Region: Nairobi
 
Reporting to: Head of Enterprise Technical Support
 
Range: R2L
 
Department: Technology Division

Role Purpose: The Administration & Quality Analyst will be responsible for monitoring and analyzing ETS operational performance.  


Assist the ETS Management with resource management and workflow planning; contribute to the achievement of the ETS goals by providing timely insights into trends and activities while interacting with all levels of Enterprise and Technology divisions by constantly looking to improve performance through the use of data analysis and ensure that premium Enterprise customers have the best possible experience when dealing with and using TKL Enterprise solutions.

Key Duties and Responsibilities
  • Develop and maintain a resourcing schedule that maps expected contact volumes, with the ETS NOC, Helpdesk and Intervention resources.
  • Monitoring Real-time Helpdesk queue management, ENOC availability, and Intervention cover and challenge non-adherence to ensure Quality promise is maintained.
  • Analyze data (call volumes, emails, activities) to report trends and forecasting to management
  • Provide weekly and monthly reporting on performance at individual and team level
  • Undertake process and productivity reviews to ensure optimized workflow across team within the
  • Proactively deliver in-depth analysis to lead change and drive operational effectiveness and efficiency
  • Maintain a relationship with the Sales, Operations, Marketing and Technology teams to ensure advanced warning of new products, changes or campaigns that may result in resource peaks.
  • Ensure all ETS systems, desktops and equipment is fully functioning, liaising with IT to seek resolution
  • Research & Development - Conduct what-if test scenarios of shift patterns to develop optimal resourcing plans
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. 


Position:Enterprise Support Engineer 
 
Region: Nairobi
 
Reporting to:  Enterprise Technical Support Manager
 
Range: R2L
 
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. 


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. 


Position: Direct Sales Agent
 
Reporting to: Shop Manager
 
Range: Contract
 
Department: Mass Market
 
Duty Station:Nairobi, Coast, Nyanza, Rift Valley & Eastern Region

Role Purpose: To promote Telkom Kenya-Orange products and services. To identify customer needs and propose best solutions. Ensure customer satisfaction by offering excellent customer service. To achieve set sales and operations target.

Key Duties and Responsibilities
  • Promote and sell Telkom Kenya-Orange services and products;
  • Welcome customers into the shop and identify customers’ needs and propose the best solutions; optimise customers’ accounts and proactive cross-sell and up-sell;
  • Proactive attitude to look for clients and use all the necessary tools to achieve results;
  • Make all necessary settings on Modems, Routers, Computers, Laptops, Phones or any other devices purchased by customer in order to maximise the utilisation of data or voice services;
  • Establish and improve customer relations and immediately escalate difficult situations to the shop manager;
  • Ensure advanced management of merchandise stock & participate fully as required in merchandise inventory;
  • Perform cash and stock management activity for products and service;
  • Offer technical support and customer care to clients;
  • Achieve and maintain the minimum product knowledge score of not less than 90%;
  • Participate in the weekly online quiz. The variable commission will not be paid to staff who did not participate in the online weekly.
Academic / Professional Qualifications
  • Diploma in business related field, or CPA part II
  • At least 1 year experience in related field ( preferably sales, customer relations or merchandising)
  • Good knowledge of modern communication techniques: laptops (Windows, iOS, Linus systems), tablets, smartphones and routers
  • Computer skills and internet user skills
Key Competencies:
  • Honesty and integrity.
  • Planning and organizing and pro-active approach.
  • Team-work, communication and co-operation.
  • Ability to multi-task in a high pressured time.
  • Self-motivated able to work under minimum supervision.
  • Customer and business focused attitude
  • Knowledge of different handsets and their performances.
  • Interest for new mobile technology and awareness of the market.
This position is open to Kenyan Citizens only. 


Position: Manager Enterprise Technical Support Help Desk
 
Region: Nairobi
 
Reporting to: Head of Enterprise Technical Support
 
Range: R2L
 
Department: Technology Division

Role Purpose: The Manager Enterprise Technical Support Help Desk will be responsible for timely management and resolution of escalated cases. 


He/ She will also be required to develop and implement support engineers’ technical up-skilling programs aimed at building a superior technical support team. 

Also provide leadership, guidance and support to assigned support engineers within the Enterprise Technical Support team and responsible for reviewing support engineers performance and ensuring that set standards, policies and procedures are followed to achieve business and sectional objectives.

Key Duties and Responsibilities
  • Performance Management: Monitor, evaluate and appraise individual and team performance and enforce the stipulated departments’ KPI’s as per the agreed SLA and Standards to meet the service level and response time objectives.
  • Escalations: Management of escalated technical challenges from engineers and comprehensive resolution within SLA and as per defined support processes and policies.
  • Quality Assessment: Meet quality objectives through Quality Monitoring as per defined schedule, quality criteria and process.
  • Training: Development and implementation of continuous training, coaching, mentoring sessions for the Enterprise Support Engineers (ESE) with an aim of improving workflow efficiencies and productivity.
  • Team enablement: Co-ordinate with the Head of Enterprise Support to ensure all the required working resources have been provided and are efficiently utilized through effective organization and planning of team activities.
  • Continuous Improvement: Ensure proactive scoping, solution provision and documentation of recurrent technical client complaints.
  • Long term solutions: Work with internal engineering teams, peers and team leaders to identify/isolate root cause and support implementation of solutions that have identified through problem replication.
  • Processes, policies and systems: Support the Field Intervention Teams in the development and implementation of processes, policies and systems to ensure operational efficiency.
Academic / Professional Qualifications
  • University degree in IT/Computer Science/Engineering/Telecommunications.
  • Advanced practical knowledge in Information Technology or Networking.
  • Knowledge of Mail Systems management.
  • 2 - 5 years’ Work experience in tier 2 network support or as a support engineer.
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. 


Position: Head of Enterprise Technical Support 
 
Region: Nairobi
 
Reporting to:DCTO / Head of Technology Support with a dotted line to the MD – Enterprise
 
Range: R1L
 
Department: Technology Division

Role Purpose: The Head of Enterprise Technical Support will be responsible for ensuring that the Enterprise Technical Support (ETS) strategy and initiatives are
executed with measurable results as defined, provide leadership to the team as well as ensure operational planning and performance management while working with other stakeholders in the business.

Ensure availability of resources to deliver high standards in proactive management of service issues arising from key enterprise customers.

Key Duties and Responsibilities
  • ETS Strategy: Responsible for ensuring that the ETS strategy and initiatives are executed with measurable results.
  • ETS Operational Plan: Ensure ETS operational planning and performance management while working with other stakeholders in the business.
  • Resources & Enablement: Ensure availability of resources to deliver high standards in proactive management of service issues arising from key enterprise customers.
  • Training & Skills: Develop and implement the team’s technical up-skilling programs aimed at building a superior 24/7 technical support to key customers.
  • KPIs & Objectives: Ensure that the team delivers on the set objectives for 1st contact resolution, active service monitoring, proactive notification, and proactive service improvement plans.
  • Systems & Processes: Develop, review, and implement policies, processes, procedures and systems that shall govern the running of the team while ensuring that they are followed to achieve business objectives.
  • Excellence Initiatives: Develop initiatives to improve ETS performance aimed at achieving service excellence for key customers.
  • Escalations: Management of escalated technical challenges from engineers and comprehensive resolution within SLA and as per defined support processes and policies.
  • ETS Budget: Budget/cost analysis and management for the team.
Academic / Professional Qualifications
  • University degree in IT/Computer Science/Engineering/Telecommunications.
  • Advanced practical knowledge in Information Technology or Networking.
  • 4-6 years’ senior management experience in a technical customer support or technology management role.
  • Additional certification in Networking (CCNA, CCNP) an added advantage.
Key Competencies:
  • Customer & results orientation
  • Proven expertise in people management.
  • Experience with managing Enterprise customers' expectations
  • Ability to learn new technologies quickly in a self-study environment.
  • Planning and organizing and pro-active approach
  • Team-work, communication and co-operation
  • Willing to work a flexible schedule to meet24/7 business requirements
  • Proven capability to cascade information. (Training & Coaching)
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.

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