Technical Assistance Centre (TAC) Engineer – Kenya at West Indian Ocean Cable Company (WIOCC)

Job Objective

Provide second-level technical support, resolve escalated incidents and assigned problems, coach the first-level NOC team and manage the WIOCC Network.

Key Duties & Responsibilities

• 24/7 2nd Level TAC technical interface, escalation / on-call
• Problem resolution, direct NOC & Field support
• Mentorship & training of the Operations team on technical competency
• Technical shareholder support/shareholder consultancy, Service management and sales support
• Deputise for the TAC Manager as directed
• Network equipment vendor management
• Network installation, testing & commissioning, bringing into service, integration
• Network quality and performance management Assist with creation of ad hoc reports as needed
• Operate Disaster Recovery NOC
• Assist other departments and lead and report on projects as requested
• Travel around the world when the need arises

Minimum Qualifications 

• Bachelor’s degree (or equivalent) in a technical field
• Technical certifications in Optical networking, CCNA or JNCIA (essential), CCNP or JNCP (desirable) or equivalent

Experience & Skills

• Requires a minimum of 3 years’ technical experience in the telecom industry, managing complex optical networks, with desirably at least 1 year in second-level technical support or equivalent
• Knowledge of platforms including Fibre, DWDM, OTN, SDH, Data (Ethernet, IP/MPLS, ISIS, BGP, L2VPN)
• Knowledge in supporting transmission and switching equipment from leading manufacturers. i.e. Mikrotik, Juniper, Tejas Networks, etc.
• Experience in network monitoring tools, e.g., Cacti, MRTG, PRTG, NPM, etc
• Experience in internal systems, e.g., mail servers, domain servers, operating and application systems
• Ability to share knowledge and mentor other team members
• Effective written and verbal communications skills evidenced by previous work history and accomplishments
• Excellent communication and soft skills, including the ability to listen to and summarise and concisely share key information with clients
• Must use B/OSS tools effectively to record information accurately and concisely in a timely manner
• Demonstrate ability to manage multiple priorities and solve problems in a fast-paced environment

Attributes

• Integrity, honesty with high ethical standards
• Client focused, relationship builder
• Boundless, passionate and flexible
• Personal excellence, accuracy and attention to detail
• Collaborative, achieve results through teamwork and partnerships
• Strong analytical skills and ability to collate and interpret data from various sources
• Excellent English language communicator with a natural aptitude for dealing with people
• Excellent network diagnostic and problem-solving skills