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:
Responsibilities
Requirements
Responsibilities
Requirements
Responsibilities
Requirements
Responsibilities
Requirements
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.
Responsibilities
·
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.
Requirements
·
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.
Responsibilities
·
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.
Requirements
·
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.
Responsibilities
·
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
Requirements
·
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.
Responsibilities
·
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
Requirements
·
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