Senior Enterprise Platinum Support Engineer
Ref:TECHOLOGY-SEPSE-JUL 2013
Ref:TECHOLOGY-SEPSE-JUL 2013
Safaricom Limited is the leading mobile telecommunications company in Kenya.
We are at the forefront of the industry and always seek to attract and retain talented, creative and innovative team players who are excited by the opportunity of pushing the frontiers of this evolving technology, growing our services, exciting our customers and contributing to our community.
At Safaricom, we take pride in our talent and develop them to realize their maximum potential!
We are pleased to announce the following vacancy in the Network & Service Operation 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 Senior Manager – Enterprise Technical Support – the holder of the position will perform daily EBU 2nd Line technical support operations for Enterprise customers and resolution of Enterprise Service desk escalations within SLA.
Key Responsibilities:
Troubleshoot and resolve tickets on customers issues raised on email/phone and escalations from Enterprise service desk;
Analyze trends and report on customer SLA performance;
Recommend and review customer solutions to maximize service availability;
Effectively liaise with subject matter experts/ vendors/ level 3 support players to diagnose, troubleshoot, and repair complex customer issues;
Update tickets on resolution activities;
Perform network and field visits to resolve tickets;
Ensure capacity monitoring and reporting on network resources;
Perform scheduled preventive maintenance for proactive support;
Perform root cause analysis on issues to avoid recurrence;
Escalate and follow up issues to NOC and relevant teams;
Ensure proactive communication of service outages and progressive update during faulting;
Ensure Issuance of Incident reports after service restoration;
Effectively communicate ticket status and escalate as per established customer support and escalation matrix;
Ensure all Preventive and restorative procedures are reviewed, improved, documented and processes are adhered to;
Ensure all customer solutions are documented;
Ensure all running configurations are backed up.
Troubleshoot and resolve tickets on customers issues raised on email/phone and escalations from Enterprise service desk;
Analyze trends and report on customer SLA performance;
Recommend and review customer solutions to maximize service availability;
Effectively liaise with subject matter experts/ vendors/ level 3 support players to diagnose, troubleshoot, and repair complex customer issues;
Update tickets on resolution activities;
Perform network and field visits to resolve tickets;
Ensure capacity monitoring and reporting on network resources;
Perform scheduled preventive maintenance for proactive support;
Perform root cause analysis on issues to avoid recurrence;
Escalate and follow up issues to NOC and relevant teams;
Ensure proactive communication of service outages and progressive update during faulting;
Ensure Issuance of Incident reports after service restoration;
Effectively communicate ticket status and escalate as per established customer support and escalation matrix;
Ensure all Preventive and restorative procedures are reviewed, improved, documented and processes are adhered to;
Ensure all customer solutions are documented;
Ensure all running configurations are backed up.
Role requirements
Bachelor’s degree in computer science, BSc Electronics, Telecommunications engineering, MIS, or related field;
3 years of experience in technical support and a minimum of two years technical support experience, 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, and log file analysis;
Involvement in implementing and supporting products and solutions in an enterprise environment;
Working knowledge of process improvement practices;
Exceptional verbal and written communication skills;
Strong work ethic;
Results oriented;
Capability to influence cross-functional teams;
Capacity to learn quickly and adapt to changing priorities;
Ability to understand and communicate highly complex technical issues;
Capacity to build trust with team, clients, and internal departments;
Commitment to quality.
Bachelor’s degree in computer science, BSc Electronics, Telecommunications engineering, MIS, or related field;
3 years of experience in technical support and a minimum of two years technical support experience, 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, and log file analysis;
Involvement in implementing and supporting products and solutions in an enterprise environment;
Working knowledge of process improvement practices;
Exceptional verbal and written communication skills;
Strong work ethic;
Results oriented;
Capability to influence cross-functional teams;
Capacity to learn quickly and adapt to changing priorities;
Ability to understand and communicate highly complex technical issues;
Capacity to build trust with team, clients, and internal departments;
Commitment to quality.
If you feel that you are up to the challenge and possess the necessary qualification and experience, please send your resume with your cell phone contact indicating your experience and why you are the most suitable candidate for the role clearly quoting the job title and job reference to the address below by Friday 2nd August 2013.The Head of Talent and Resourcing,Safaricom LimitedNairobi
via E-mail to hr@safaricom.co.ke
