Telkom
Position: Enterprise
Support Engineer - Intervention
Region: Nairobi
Reporting to: Enterprise
Technical Support Manager
Range: R2L
Department: Technology
Role Purpose: To
provide to all clients, technical support and troubleshooting guidance
together with relevant teams within the organization, in areas pertaining to
Wide Area Network (WAN), Local Area Network (LAN), Internet, data, voice, mail
and LAN services queries from customers satisfactorily within the defined scope
and laid down standards processes & procedures within the Helpdesk or
Onsite.
Key Duties and
Responsibilities
- Follow up with
supporting teams e.g. field, Transmission and core network support to
resolve issues within the standard timelines.
- Receive
escalated cases from corporate customer care, Enterprise Helpdesk and
resolve issues using appropriate technical troubleshooting guidelines and
techniques to diagnose and resolve issues.
- Configure/setup
variety of equipment including routers and high end Layer 3
capable switches, Unlicensed Microwave radio equipment and
demarcation modems
- Provide
customers with technical advice and appropriate recommendations of issues
- Constant
engagement with the CRM / case management system for assigned cases, updating
of the assigned tickets and resolution and or closure as is appropriate.
- If required,
pro-actively seek guidance from other technical teams / management to
identify and propose ticket resolutions
- Ensure that
the correct process and procedures are followed for ticket management and
escalations
- Meet quality
objectives by following the recommended guidelines provided for quality
management
- Provide
accurate and timely feedback and reports to line manager and Head of ETS
as may be required
- Assist Help
Desk team where needed in case of influx of or as per assignment given by
the shift manager.
- Any other duty
as may be assigned and or delegated by line manager.
- Effective and
efficient utilization of organizational resources as may be allocated.
Utilize company provided tools to capture / record and drive appropriate
resolution. E.g. LAN Support, Intermapper, Solarwinds, Cacti, Nagios.
- Be able to
work in a shift system as per the sections shift to be designed based on
workload.
- Continuous
growth in skill set through successfully getting / acquiring training
resulting in demonstrable increase in skill set and thus overall
improvement in output provided.
- Any other
tasks as ay be assigned.
Academic / Professional
Qualifications
- Bachelor’s
degree in IT, Computer Science, Engineering, Telecommunications or
related field from a recognized institution
- 2-3 year’s
work experience in a senior support role within the telecommunication
industry
Professional Knowledge
- Cisco
Certified Network Associate is a Plus
- Knowledge of TCP/IP
and OSI Model and standard network technologies
Professional Skills:
- Customer &
results orientation
- Experience
with managing Enterprise customers' expectations
- 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 meet 24/7 business requirements
How to Apply
This position is open to Kenyan citizens only.
This position is open to Kenyan citizens only.
Position: Enterprise
Technical Support Engineer - ENOC
Region: Nairobi
Reporting to: Enterprise
Technical Support Manager
Range: R2L
Department: Technology
Role Purpose: To
provide to all clients, technical support and troubleshooting guidance
together with relevant teams within the organization, in areas pertaining to
Wide Area Network (WAN), Local Area Network (LAN), Internet, data, voice, mail
and LAN services queries from customers satisfactorily within the defined scope
and laid down standards processes & procedures within the Helpdesk or
Onsite.
Key Duties and
Responsibilities
- Handle complex
and /or escalated cases from Intermediary Support Engineers within the
defined scope and laid down standards processes & procedures.
- Follow up with
supporting teams e.g. field, Transmission and core network support to
resolve issues within the standard timelines.
- Constant
engagement with the CRM / case management system for assigned cases,
updating of the assigned tickets and resolution and or closure as is
appropriate.
- Provide
customers with technical advice and appropriate recommendations of issues
established.
- Where
appropriate, escalate faults as per standard, retaining ownership of the
ticket to ensure a timely resolution.
- Ensure that
the correct process and procedures are followed for ticket management and
escalations
- Meet quality
objectives by following the recommended guidelines provided for quality
management
- Provide
accurate and timely feedback and reports to line manager and Head of ETS
as may be required
- Effective and
efficient utilization of organizational resources as may be allocated.
Utilize company provided tools to capture / record and drive appropriate
resolution. E.g. LAN Support, Intermapper, Solarwinds, Cacti, Nagios.
- Be able to work
in a shift system as per the sections shift to be designed based on
workload.
- Continuous
growth in skill set through successfully getting / acquiring training
resulting in demonstrable increase in skill set and thus overall
improvement in output provided.
- Any other
duties as assigned by the line manager
Academic / Professional
Qualifications
- Bachelor’s
degree in IT, Computer Science, Engineering, Telecommunications or
related field from a recognized institution
- 2-3 year’s
work experience in a senior support role within the telecommunication
industry
Professional Knowledge
- Working
experience with Nagios, Solarwinds, Cacti, Dude,
- Cisco
Certified Network Associate is a Plus
- Knowledge of
TCP/IP and OSI Model and standard network technologies
Professional Skills:
- Customer &
results orientation
- Experience
with managing Enterprise customers' expectations
- 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 meet 24/7 business requirements
How to Apply
This position is open 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 21st August 2017, please provide an updated Curriculum Vitae (CV)
including details of your current telephone contacts and names of three
referees.
Apply through recruitment@telkom.co.ke and
ensure the job title is quoted on the subject field.
