Technical Support Engineer, ISAT at Wananchi Group

Business Unit: ISAT Africa Kenya Ltd

Report to: Support Team Leader I

Job Summary & Responsibilities:

Reporting to Support Team Leader, the Technical Support Engineer – ISAT will be perform the following responsibilities:-

• Respond to all customer mails, WhatsApp, skype chats, calls & queries as per agreed SLA
• Provide Level 1 troubleshooting on customer related issues, and escalate to Tier 2 engineers in a timely manner
• Ticket logging for all customer/network related issues across all service platforms with proper updates on resolution
• Make proactive calls to clients and 24/7 proactive monitoring. Alert TL & team immediately on noticing any issue.
• Work in 24/7 shift rotation with Night duties as per Support timetable.
• Assist in commissioning of VSAT terminals as per set guidelines – Activations & Cross Pol to desired standards.
• Providing technical support to field engineers during site commissioning / site visit.
• Make Follow-ups on network downtime resolution to adhere to SLAs and providing RFOs to affected clients on time.
• Obtain accurate information from other departments e.g. sales, billing, dispatch etc. and correspond the same to customers
• Proactively recommend items needed by customers to increase customer satisfaction and improve transaction profitability
• Identify trends in customer satisfaction or dissatisfaction
• Manage time effectively, meet personal goals and work effectively with other members of the support team
• Provide accurate information regarding availability of service and support on the same
• Generation of weekly/monthly reports to Support Team Leader
• Handle service tickets request (ST) received from CRM as per SLA.
• Any other assignments as assigned by Team leader

Education, Skills and Experience Required

• Diploma/Bachelor’s Degree in Telecommunication, Information Technology, Computer Science or Electrical and Electronic Engineering
• At least 2 to 3 years’ experience in ISP (VSAT /Fiber/Broadcast) industry.
• Good knowledge on Satellite, broadcasting, Fiber and IP networks
• Knowledge on radio frequency, basic Vsat systems, antenna installation and basics IP networks troubleshooting
• Strong customer relations & demonstrated phone & email etiquette
• Experience in using network monitoring tools and protocols (cacti, Solarwinds, iDirect imonitor, SNMP).
• Ability to work well in a busy department, covering 24/7 shift rotation dealing wide range of platforms & Clients on Vsat/Fiber/Broadcast & Hosting services.
• CCNA/JUNIPER certification will be an added advantage
• Be adaptable and have the ability to work under pressure
• Attention to detail
• Analytical and problem solving Skills
• Good communication skills