Enterprise Customer Support Engineer

Key Responsibilities

• Handle Enterprise customers, support, partners and Safaricom special projects.
• Provide Level 2 technical support.
• Build tools to reduce occurrences of errors and improve customer experience.
• Perform root cause analysis for production errors.
• Permanently resolve recurring faults
• Come up with innovative ways to reduce demand.
• Investigate and resolve technical issues.
• Develop scripts to automate visualization.
• Research, review and recommend emerging technologies and innovative customer solutions and liaise with stakeholders for technology adoption to maximize service availability.
• Effectively liaise with subject matter experts-level 3 support players to diagnose, troubleshoot, and repair complex customer issues.
• Perform capacity monitoring and reporting on individual client circuits as well as network resources.
• Perform scheduled preventive maintenance for proactive support for global customers.
• Perform root cause analysis on issues to avoid recurrence.
• Escalate and follow up issues with relevant backend teams.
• Effectively communicate ticket status, service outages and escalate as per established customer support and escalation matrix.
• Ensure all customer solutions are documented.
• Ensure all running configurations are backed up.
• Ensure all Preventive and restorative procedures are documented and adhered to.
• Ensure communication progressively and properly done to all stakeholders Weekly and monthly reporting on link performance Role requirements.

Qualifications

• Bachelor’s degree in computer science, BSc Electrical and Electronics Engineering, Telecommunications engineering, MIS, or related field.
• ITIL v4 Foundation, Agile and Scrum Fundamentals Certification mandatory
• CCNP, CCNA Security certifications are mandatory; CCIE-Voice, CCIE SP, CCIE R&S is an added advantage.
• Strong understanding of emerging technologies: SDWAN, IoT, managed security, AWS, Microsoft Azure, VMware. Relevant certification on the same is an added advantage.
• 5 years’ experience in technical support and preferably for an Internet Service provider or equivalent.
• Experience in managing Linux based infrastructure.
• Hands-on experience with databases including MySQL, Ruby, Python
• Knowledge of Java/JVM based languages.

Responsibilities

Key Responsibilities:

• Handle Enterprise customers, support, partners and Safaricom special projects.
• Provide Level 2 technical support.
• Build tools to reduce occurrences of errors and improve customer experience.
• Perform root cause analysis for production errors.
• Permanently resolve recurring faults
• Come up with innovative ways to reduce demand.
• Investigate and resolve technical issues.
• Develop scripts to automate visualization.
• Research, review and recommend emerging technologies and innovative customer solutions and liaise with stakeholders for technology adoption to maximize service availability.
• Effectively liaise with subject matter experts-level 3 support players to diagnose, troubleshoot, and repair complex customer issues.
• Perform capacity monitoring and reporting on individual client circuits as well as network resources.
• Perform scheduled preventive maintenance for proactive support for global customers.
• Perform root cause analysis on issues to avoid recurrence.
• Escalate and follow up issues with relevant backend teams.
• Effectively communicate ticket status, service outages and escalate as per established customer support and escalation matrix.
• Ensure all customer solutions are documented.
• Ensure all running configurations are backed up.
• Ensure all Preventive and restorative procedures are documented and adhered to.
• Ensure communication progressively and properly done to all stakeholders Weekly and monthly reporting on link performance Role requirements.

Qualifications

ABOUT US

We are the leading telecommunication company in East Africa. Our purpose is to transform lives by connecting people to people, people to opportunities and people to information. We keep over 42 million customers connected and play a critical role in the society, supporting over one million jobs both directly and indirectly while our total economic value was estimated at KES 362 Billion ($ 3.2 billion) for the 12 months through March 2021. We are listed on the Nairobi Securities Exchange (NSE) and with annual revenues of close to KES 298 Billion ($2.5 billion) as at March 2022. We were founded in 1997 as a fully owned subsidiary of Telkom Kenya before a 40 percent acquisition by Vodafone Group PLC in May 2000, and a public offering of 25 percent shares through the NSE in 2008. Under the management of Vodafone Group PLC, we welcomed Michael Joseph, as our first CEO, a few months later in July of 2000. He led the company’s growth to accommodate 16.71 million subscribers from the previous 20,000, largely owing to innovative products like M-PESA in 2007.

About The Team

We are the leading provider of converged communication solutions in Kenya. In addition to providing a broad range of first-class products and services for Telephony, Broadband Internet and Financial services, Safaricom seeks to uplift the welfare of Kenyans through value-added services and support for community projects. To achieve all this, we are ever-reliant on our competent and dependable staff who make it possible for us to achieve greater heights for our customers.