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.
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.
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
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.
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.
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
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
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
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.