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  • Posted: Apr 22, 2021
    Deadline: Apr 28, 2021
  • Safaricom is a leading communications company in Kenya with the widest and strongest coverage. The home of the famous Mobile Money service- M-PESA
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    Engineer - Fixed Technical Support


    We are pleased to announce the following vacancy in the Digital IT Department within the Technology Division. In keeping with our current business needs, we are looking for a person who meets the criteria indicated below

    Detailed Description

    Reporting to the Manager – Fixed Customer Solutions: Technical Support, the position holder will provide support and maintenance of all passive and active components of FTTX network.

    Roles and Responsibilities

    • To be a Single Point of Contact for Safaricom Fiber infrastructure Faults and Ensuring restorations are done to the original build specification.
    • Providing Excellent Customer Experience by scheduling visits to resolve service issues for FTTH customers and ensure the contractors adhere to stipulated code of conduct at customer premises.
    • Performing Network acceptance according to agreed Guidelines and checklist following the Delivery Milestones for Provisional, Operational and Final acceptance.
    • To offer Fault Diagnosis, Prioritization, Oversee the resolution process, verify service restoration and provide root cause analysis of failure.
    • To give Monthly preventive maintenance reporting and scheduling regular inspection of fiber and PM activities together with contractor.
    • Analysing the risk and Propose Fiber Relocation Plans in case of Road, water & sewerage expansion, Power Utilities, new building facilities and checking for Geological changes that will affect the current locations of fiber.
    • Ensuring fiber network Resiliency and availability by Performing and documenting disaster recovery tests.
    • Ensuring all maintenance works is done according to Safaricom Health & Safety policies and change Management process.
    • Providing spares and materials forecast for maintenance works and overseeing Spare’s usage and availability in correct specification, Quantity and storage.
    • Performing regular on ground Audits to maintain accurate database and NQMs on Fibre routes, Duct Usage, Manholes, cable usage, fiber cores utilization and labelling.
    • To provide proper Supplier management to ensure lower MTTR through temporary restoration to bring up service within SLA and close on Permanent restoration.
    • Working closely with Fiber Planning and implementation teams on new fiber works in the Region and Confirm the As-built network is per the work package.
    • Managing spend associated with Maintenance projects by developing Opex savings initiatives.
    • To act as the Safaricom representative in the Region towards the general public and local authorities (County Governments, KENHA, KURA, Railway) Landlords and other 3rd parties in managing permits and right of ways.
    • Liaising with Safaricom Security teams in apprehending vandalisms.
    • Safaricom Security teams in apprehending vandalisms.
    • Ensure availability of devices and services on the GPON access network.
    • Participate in projects as assigned
    • Core IP transport and access network support and optimization
    • Perform BNG, OLT node and service integration and acceptance
    • Network topology documentation and improvement
    • Inventory management of devices, tools and IP parameters (addresses and Vlans)
    • Process documentation and improvement.
    • Track QOS affecting parameters e.g., utilization and latencies on the core transport and access networks.
    • 24/7 support for core IP transport and enterprise networks


    • BSc in either Electrical & electronics engineering, Computer Science, Information Systems or telecommunication engineering.
    • 3+ years of direct IP transport Network Support or planning experience in a busy Service Provider environment
    • CCNP/CCIP certification required and CCIE certification desired.
    • Hands on experience in troubleshooting IP networks required.
    • Strong skills and experience with IP routers and switches. Extensive knowledge of IP Routing and IP routing protocols (OSPF, ISIS, EIGRP, and BGP).
    • Knowledge of QoS techniques and hands experience of implementing MPLS services.
    • Conversant with IPv4, IPv6 Addressing Schemes, Variable Length Subnet Masking (VLSM), VLANs, IP QOS, Triple play services)

    go to method of application »

    Engineer - Fixed Customer Support


    We are pleased to announce the following vacancy in the Digital IT Department within the Technology Division. In keeping with our current business needs, we are looking for a person who meets the criteria indicated below

    Detailed Description

    Reporting to the Manager- Fixed Customer Support, the position holder will perform daily 2nd Level customer support, customer installations, service provisioning and partner operations for Fixed customers and resolution of 1st Line escalations within SLA in order to achieve and surpass Customer experience expectation for Safaricom Fixed Business by ensuring service requests are fulfilled within defined OLA’s/SLA’s for quality service delivery.

    Roles and Responsibilities

    • Accept and resolve escalations from 1st line support, partners and any other stakeholders and deal with customers issues raised on email/phone.
    • Customer focused with a professional outward attitude.
    • Troubleshoot, follow up, resolve and Analyze Ethernet /GPON and wireless access network issues by closely coordinating with the relevant stakeholders and report on support performance.
    • Support Fixed customers on Internal LAN troubleshooting and offer alternative solutions in line with emerging Technologies such as IoT, content platforms, SMART home technologies, Managed P/WAN services.
    • Engage with Business Team & Partners on the ground to understand the challenges with Customer services & deployed Networks and close the gaps either working with one's own team or cross-functional verticals.
    • Strategize in coordination with different stakeholders to bring down the Customer complaint ratios/Demand Consistently.
    • Ensure compliance with all current client processes and procedures in all operations.
    • Be able to communicate effectively and professionally with internal and external clients.
    • Perform Daily Fixed partner performance tracking and reporting.
    • Continuously review and recommend customer solutions to maximize service availability
    • Anticipate potential problems and proactively give suggestions to Partners/Internal Teams in areas like process adherence, technology up-gradation/ optimization, better service delivery and Automation.
    • Ensure Partner satisfaction by responding to all escalations regarding Deliveries & Fault Rectification.
    • Oversee Fixed Customer solutions partners and effectively liaise with subject matter experts’ level 3 support players to diagnose, troubleshoot, and fix complex customer issues.
    • Deal with escalations from all Fixed Customer solutions stakeholders and progressively update them on resolution activities and technical customer experience initiatives.
    • Troubleshoot with vendors to resolve and proactively capture customer issues.
    • Perform network and customer field visits to ensure and sustain quality GPON network infrastructure.
    • Capacity monitoring and reporting on Fixed Customer solutions ISP network resources.
    • Perform scheduled preventive maintenance for proactive support of all Fixed Customer solutions customers.
    • Perform root cause analysis on all incidents and problems to avoid recurrence and issuance of incident reports on the same to home stakeholders.
    • Deliver excellence in Fixed Customer management by continuously training both partners, Dispatch and 1st line support teams on troubleshooting skills and best practices.
    • Proactive communication of service outages, network changes and progressively update stakeholders during faulting.
    • Continuously review and improve on the existing processes to benchmark on best practices and ensure adherence.
    • Address technical issues on the ground. (Capability to handle operational & technical issue)
    • Tracking and reporting on Fixed Inventory managements.
    • Communication with Management Team on weekly achievements/ targets/ concerns.
    • Comply and enforce Health & Safety standards and provide weekly reports EHS.
    • Flexibility to undertake works outside core working hours.        


    • Bachelor’s degree in Engineering, computer science, BSc Electronics, Telecoms, MIS, or any related technical field.
    • CCNP, CCIP, CCVP, HCNA, CWNA, ITIL will have added advantage or equivalent certification.
    • At least 3 years’ experience in technical support and preferably for an Internet Service provider or equivalent.
    • Familiarity and experience with FTTH, GPON & Fixed wireless access technologies will have an added advantage.
    • Capability to demonstrate ways to automate repetitive tasks will have an added advantage
    • 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, log file analysis and excellent reporting skills
    • Involvement in implementing and supporting customer-based products and solutions

    Method of Application

    Use the link(s) below to apply on company website.


    Note: Never pay for any training, certificate, assessment, or testing to the recruiter.

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