Enterprise Customer Support at Safaricom Kenya

Organization Name: Enterprise Technical Support Services

Department Description

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.

Brief Description

Reporting to the Enterprise Customer Support Manager – the holder of the position will provide technical support for Enterprise customers and ensure service requests from customers are fulfilled within defined SLA’s. The role holder will also ensure timely service delivery.

Job Responsibilities

• Address and deliver requested services and assist with general information or customer complaints within defined timelines;
• Perform root cause analysis of reported service requests and incidents;
• Manage escalations from customers and ensure feedback is provided within defined timelines;
• Manage 3rd party vendor(s);
• Provide performance reports and identify gaps aimed at improving services;
• Customer SLA performance reporting;
• Document and review quarterly the processes, procedures and work instructions for Enterprise Service Requests;
• Provide evidence of skill/talent development;
• Maintain certification and accreditation to meet section requirements.

Requirements

• Degree in Computer Science, Information Technology, Electrical & Electronics Engineering;
• Cisco Certification: CCNA is a must;
• ITIL V3 Certification or equivalent is an added advantage;
• CCNP, CCIP, CCSP, MCSE, RHCA is an added advantage;
• 2- 3 years experience in a technical support field in an ISP or Telecommunications Company;
• Experience in current LAN/WAN technologies and Wireless Platforms (3G, WiMax, Fibre, IP MPLS);
• Experience in TCP/IP, LAN, POP3, IMAP, SMTP, Windows Operating Systems, Linux, Unix, Ubuntu & Fedora;
• Experience in managing escalations using defined OLAs & SLAs;
• Experience in managing 3rd Party Vendors;
• Excellent People Skills;
• Problem Solving Skills