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Recruitment by Safaricom, Nairobi, Kenya

Engineer Home Customer Support

We are pleased to announce the following Vacancy in the Home Solutions 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 Manager- Home Customer Support, the position holder will perform daily 2nd Level technical support and partner operations for Home customers and resolution of 1st Line escalations within SLA in order to achieve and surpass Customer experience expectation for Safaricom Home by ensuring service requests are fulfilled within defined OLA’s/SLA’s and enhance timely service delivery.


·         Accept escalations from 1st line support and deal with customers issues raised on email/phone.
·         Troubleshoot, resolve incidents, analyze trends and report on support performance
·         Home partner performance tracking and reporting.
·         Continuously review and recommend customer solutions to maximize service availability
·         Oversee Home technical support engineers and effectively liaise with subject matter experts level 3 support players to diagnose, troubleshoot, and fix complex customer issues.
·         Deal with escalations from all home stakeholders and progressively update them on resolution activities and technical customer experience initiatives.
·         Troubleshoot with vendors to resolve and proactively capture customer issues.
·         Perform network and customer field visits to ensure and sustain quality FTTH network infrastructure.
·         Capacity monitoring and reporting on Home network resources.
·         Perform scheduled preventive maintenance for proactive support of all Home customers.
·         Perform root cause analysis on all incidents and problems to avoid recurrence and issuance of incident reports on the same to home stakeholders.
·         Deliver excellence in Home Customer support by continuously training both partners and 1st line support teams on troubleshooting skills and best practices.
·         Proactive communication of service outages, network changes and progressively update stakeholders during faulting.
·         Continuously review and improve on the existing processes to benchmark on best practices and ensure adherence.
·         Ensure Home customer technical solutions are documented and all running configurations are backed up.
·         Ensure all Preventive and restorative procedures are well documented.


·         Bachelor’s degree in Engineering, computer science, BSc Electronics, Telecoms, MIS, or related technical field.
·         CCNP, CCIP, CCVP, HCNA, CWNA will have added advantage.
·         At least 2 years’ experience in technical support and preferably for an Internet Service provider or equivalent.
·         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, log file analysis and excellent reporting skills
·         Involvement in implementing and supporting customer-based products and solutions.
How to Apply

Strategic Sales Marketing Developer
We are pleased to announce the following vacancy in the Masoko Department within the EBU Division.   In keeping with our current business needs, we are looking for a person who meets the criteria indicated below.
Reporting to the Events Sales Manager, the position holder will responsible for driving customer acquisition (registration & transactions) for Masoko.


·         Effective formulation and implementation of customer acquisition and retention plans
·         Effectively drive creation of new accounts
·         Develop and maintain an up-to-date route plan
·         Share competitor intelligence and market reports
·         Develop strong relationships with customers
·         Ensure all key accounts are managed through well thought-out Account Development Plans
·         Liaise with relevant partners for effective and efficient delivery
·         Prepare regular updates on performance, identify potential gaps and planned activities.


·         Degree in a business discipline
·         Have at least 4 years working experience in a commercial environment
·         Excellent written and verbal communication skills (articulate) coupled with good listening and critical reasoning skills
·         Proactive, confident, energetic and able to work under pressure with a positive attitude and use good organization skills
·         Problem solving and decision-making.
How to Apply

Senior Officer – Capex & Assets Management

We are pleased to announce the following vacancy in the Technical Enterprise Services Department within the Technology Division.   In keeping with our current business needs, we are looking for persons who meets the criteria indicated below.
Detailed Description
Reporting to the TES Operations Support Manager, the position holder is responsible for operational planning and management of all aspects, including Equipment (Assets & Spares) Management, Financial and CAPEX/NOPEX related budgets for a number of programs and projects that deliver both Customer Solutions and Enterprise infrastructure.


·         Manage and increase the effectiveness and efficiency of partner services through improvements as well as coordination and communication between other sections/functions and business unit
·         Validate and approve finished work and prepare documentation to initiate payments
·         Carry-out quarterly performance evaluation of all engaged Partners
·         Play a significant role in medium-term planning, including initiatives geared toward operational excellence
·         Manage the planning and development of the departmental annual budget while working with Finance and Technology Strategy & Planning
·         Oversee monthly/quarterly assessments of CAPEX/NOPEX utilization and performance against budget and operational goals
·         Provide inputs into the development of technical solution concepts and business cases around new investments
·         Working closely with the Enterprise Solutions & Service Delivery teams, ensure that the equipment stocks can fulfill BAU customer orders and new business deals.
·         Ensure effective value for all equipment purchased and develop long-term purchasing strategy
·         Manage and maintain the enterprise network and customer premises equipment deployment assets including buildings, sites, routers, switches, WiMax/LTE CPEs, PtP/PtMP MW systems and other future assets for digital solutions
·         Manage and control stock counting / inventory accuracy checks
·         Ensure after sales support is managed effectively and in line with customer SLA and commercial best practice;  spares purchases is made and stock is managed proactively according to process; Recoveries from decommissioning are processed accurately through the system and re-used on other deployments
·         Project manage the decommissioning, recovery, re-kitting and re-deployment of all assets
·         Liaise with other sections/departments in the delivery of services and projects as well as maintain good working relations between the team and all stakeholders
·         Working with departmental peers, implement control measures to ensure mistakes, inaccuracies and discrepancies and customer issues are highlighted, addressed and resolved
·         Provide support to the EBU Automation Program by assisting in the development/reviewing of User Requirement Specifications and participating in user acceptance tests and dry-runs


·         Bachelor’s Degree in Business, Procurement any relevant field
·         An added advantage CIPS
·         1 – 3 years’ experience in operations support function in a busy Enterprise/Telco implementation and deployment environment; Supplier/Partner Management roles
·         Project Management and good working knowledge of Finance and Budgeting
·         Fair appreciation of telecommunications/IT and network related equipment and solutions
·         Excellent team management skills
·         Ability to work under pressure
·         Good written and oral communications skills
·         Good report writing skills
·         Team player
·         Results oriented
·         Self-motivated
·         Solution Oriented
How to Apply
Regional Support Core Engineer
We are pleased to announce the following job opportunity within Converged service operations Department within the Technology Division.   In keeping with our current business needs, we are looking for persons who meets the criteria indicated below.
Detailed Description
Reporting to the Manager – Regional Support, Core Network Support, the position holder will be responsible for providing 1st line support for the core network elements and systems hosted in the data center and general data center management. This role involves 1st line fault management on core network systems, routers and switches as well as other systems hosted in the data center.


·         Analyzing the NE logs, carrying out Database Audits, Troubleshooting and solving of arising core network elements faults
·         Solving of core network faults assigned through NOC, as well as incidents escalated from customer facing teams
·         Providing workable and permanent technical solutions to reduce the downtime and repeat core network failures.
·         Schedule and manage Preventive Maintenance tasks as per laid down standards.
·         Track and monitor Network and Service KPIs to ensure delivery as per SLAs.
·         Installation, Integration and acceptance of data center network elements
·         Making configuration changes on Network elements S/W upgrades.
·         Provisioning of new core network Services
·         Keeping a log of all changes carried out on site
·         Ensuring maintenance and support documentation are collected and properly store at the commissioning of a system.
·         Carry out Audits and keep records on assets hosted in the data center
·         Ensure data center visitors are well informed on safety issues prior to access of facilities
·         Ensure all data center users adhere to company H&S policy
·         Overall accountability for the MSRs, Data Centres and MGWs.
Note: The area of operation for this role is Greater Western and Rift Region


·         Bachelor’s degree in Engineering, computer science, BSc Electronics, Telecoms, MIS, or related technical field.
·         Training and expertise in Operations and Maintenance
·         Basic diagnosis and troubleshooting on Power systems
·         Basic diagnosis and troubleshooting on different hardware platforms: ATCA, ATAE, Server-Storage systems.
·         Advanced knowledge in maintenance and operation of ATCA platforms: Nokia Open MGW, Nokia Open MSS, Huawei ATCA MSS, Huawei ATCA MGW, Huawei STP/DRA
·         Advanced knowledge in maintenance and operation of Service Provider Networking Devices such Cisco 7609X, Huawei NetEngine Carrier Grade Router among others.
How to Apply

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