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.
- Receive escalated cases from corporate customer care, Enterprise Helpdesk and Enterprise NOC,troubleshoot and resolve issues using appropriate technical troubleshooting guidelines and 100% techniques to diagnose and resolve issues
- 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
- If required, pro-actively seek guidance from other technical teams / management to identify and propose ticket resolutions
- 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
- 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.
- Ensure accuracy and completion of work performed and evaluate the effectiveness of results, in conjunction with team leads or management staff
- Maintain a good working image to Customers and the community with regard to personal presentation, communication, and caliber of work effort
- Punctual, regular, and consistent attendance
- Be able to work in a shift system as per the sections shift to be designed based on workload
- Effective and efficient utilization of organizational resources as may be allocated. Company laptop, phone, headsets, car, premises, petty cash etc.
- 2-6 years of experience in a similar position
- University degree in IT/Computer
- Three to four years work experience in a senior support role within the telecommunication industry
- Cisco Certified Network Associate is a Plus
- Knowledge of TCP/IP and OSI Model and standard network technologies
- MS Office
- Fluency in English
- 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 meet 24/7 business requirement
- Must be a US Citizen living in Kenya
- Or a foreigner who has lived permanently in US for the last 5 years
- Or an East African citizen with dual citizenship both in East Africa and US
Send your Cover Letter and detailed CV to apply@jobs.dumaworks.com marking the subject as “3155”, Your Full name & Phone number e.g. 3155 Barack Obama, +2547xxxxxxxx. If you don’t follow these instructions, your application will not go through.
Deadline for receiving applications: Friday, 22 December 2017
N.B.* You will receive a confirmation email and an alert to take a basic screening test over SMS or online. The email with the test may not arrive immediately. Please be patient. The email/SMS test will typically be 5-8 questions to help us understand your background. Regular SMS rates apply to the test.
If you apply and don’t meet these minimum qualifications, we will not be able to move forward with you application.