Jobs Career Advice Signup

Send this job to a friend


Did you notice an error or suspect this job is scam? Tell us.

  • Posted: Jul 8, 2024
    Deadline: Jul 20, 2024
  • Never pay for any CBT, test or assessment as part of any recruitment process. When in doubt, contact us

    Equity Bank Limited (The "Bank”) is incorporated, registered under the Kenyan Companies Act Cap 486 and domiciled in Kenya. The address of the Bank’s registered office is 9th Floor, Equity Centre, P.O. Box 75104 - 00200 Nairobi. The Bank is licensed under the Kenya Banking Act (Chapter 488), and continues to offer retail banking, microfinance a...
    Read more about this company


    NOC Shift Engineer

    Job Purpose:  

    The NOC Shift Engineer is responsible for monitoring the ICT & Telecoms infrastructure, network & systems for stability to maintain 24x7 operations and resolve service impacts as they occur. 

    Job Responsibilities/ Accountabilities: 

    • Pro-active monitoring of the entire IT Infrastructure and applications systems.
    • Performance monitoring, diagnose, and resolve performance issues.
    • Applying software and hardware monitoring tools to detect and action faults & warnings
    • First Line resolution as per the SLA’s.
    • Follow up to confirm service availability and stability after resolution.
    • Logging tickets in the ticketing system take ownership and follow up to closure.
    • Log calls to service Providers on the various faults captured on proactive monitoring.
    • Updating Ticketing tool with relevant professional information during and after fault resolution.
    • Resolution of tickets assigned and closure within the working shifts.
    • Provision of the incident report with ticket closure.
    • Escalation of unresolved tickets to Support Level 2, NOC Engineers and the SME’s as per the Incident Management Procedures and keeping shift leader in copy of all escalation
    • Daily/shift reports as per shift responsibility.
    • Provision of the incident reports with ticket closure and Daily/shift reports as per shift responsibility. 


    Essential Knowledge 

    • Use of network monitoring tools.
    • Proficiency in networking principles; TCP/IP, OSI and IP Addressing.
    • Experience in handling computer networks, wide area networks, Oracle and IBM systems, data centres, telecommunications networks and tape library solutions.
    • LAN and WAN troubleshooting skills and a solid understanding of network security.
    • Can configure switches and routers remotely.
    • Able to develop provisioning scripts (e.g. PERL) and can validate and troubleshoot new provisioning scripts.
    • Prior experience working with Service and Incident Management applications such as Remedy, Smarts, Voyence, Spectrum, Siebel, Clarity, HP Service Management, Solarwinds and Clarify and other like OSS/BSS applications.
    • Understanding of NMS, Ticketing and Databases Tools.
    • Strong network diagnostic skills.
    • Proficiency in MS Office. 

    Key Critical Competencies 

    • Putting customers/business first; must have a passion for serving others.
    • Good and clear oral & written communication skills.
    • People skills.
    • Must be a team player; work well in a busy team, quick to learn and able to deal with a wide range of issues.
    • Good problem solving capabilities.
    • Ability to work with minimum or no supervision.
    • Forecasting, planning and thinking ahead.
    • Understanding information in different formats such as pictorial, verbal and print representations.
    • Performing through people.
    • Operating under pressure and tight deadlines & schedules.
    • Working in 24/7 shifts; must have a flexible attitude to working times or arrangements.
    • Making a personal difference.
    • Strong analytical skills and able to collate and interpret data from various sources.
    • Able to manage relationships between several services providers contracted to provide services to ICT.
    • Capable of multi-tasking, good time management and prioritization of workload. 


    • Bachelor’s Degree in Information Science, Telecommunications, Computer Science or Engineering or equivalent with a minimum of 1 years’ NOC experience.
    • Knowledge of Technical, IT, NOC systems and procedures
    • Experience in the Banking hardware and software.
    • Ability to solve different network problems including those that cannot be resolved using typical methods.
    • ITSM (ITIL) Certificate / Trainings.
    • Vendor Trainings.
    • Linux or windows system administration is an added advantage.
    • Network support and Training like CCNA
    • Experience in NOC-added advantage 

    go to method of application »

    Service Desk Analyst

    Job Purpose:   

    The Service Desk Analyst is responsible for receiving, processing and resolution of ICT users’ incident reports and service requests and maintain 24x7 Operation. 

    Job Responsibilities/ Accountabilities: 

    • Receiving of service requests and incidents reports via phone, web, mail, or other authorized means.
    • Authentication of requester and of approvals where applicable.
    • Log in tickets.
    • Categorization of Service Requests
    • Prioritization of Incidents.
    • Qualifies Incident as covered by SLA.
    • Qualify that services are in the Service Catalogue
    • Logging tickets in the ticketing system take ownership and follow up to closure.
    • Assign tickets to the respective groups/ individuals.
    • Resolution of tickets assigned and closure within the working shifts.
    • Service Provision as per SLAs
    • To provide first level support to users with IT support issues.
    • Use available resources to resolve incidents (people, tools, and processes).
    • Incident ownership, follow-up, and closure.
    • Ensures that the Business Users agrees that the resolution provided addressed their needs prior to Incident closure.
    • Escalation of incidents and requests that require expert input directly to the Senior Service Desk Analyst and the SME.
    • Daily/shift reports as per shift responsibility.
    • Provision of the incident reports with ticket closure and daily/shift reports as per shift responsibility.


    Education Requirement:   

    • Bachelor’s Degree or HND in Computing / IT. 
    • Knowledge of Technical, IT, Service Desk systems and procedures. 


    • Minimum 1 year Service Desk experience or technical field officer (TFO) experience.
    • Candidate having experience in the hardware and software used by Equity Bank will be given priority. 
    • Candidate should be able to solve different support problems including those that cannot be resolved using typical methods.  

    Professional Certifications / Additional Qualification:  

    • ITSM (ITIL) Certificate / Trainings.    

    IT Knowledge: 

    • Proficiency in MS Office. 
    • Proficiency in computing principles.  
    • Understanding of IT support tools. 
    • Proficiency in MS Office.  

    Key Critical Competencies 

    • Putting customers/business first; must have a passion for serving others.
    • Good and clear oral & written communication skills. 
    • People skills. 
    • Must be a team player; work well in a busy team, quick to learn and able to deal with a wide range of issues.
    • Good problem-solving capabilities.
    • Ability to work with minimum or no supervision.
    • Forecasting, planning and thinking ahead. 
    • Understanding information in different formats such as pictorial, verbal and print representations. 
    • Performing through people.
    • Operating under pressure and tight deadlines & schedules.
    • Working in 24/7 shifts; must have a flexible attitude to working times or arrangements.
    • Strong analytical skills and able to collate and interpret data from various sources.
    • Able to manage relationships between several services providers contracted to provide services to ICT.
    • Capable of multi-tasking, good time management and prioritization of workload.
    • Ability to solve different support problems including those that cannot be resolved using typical methods. 

    Method of Application

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


    Build your CV for free. Download in different templates.

  • Send your application

    View All Vacancies at Equity Bank Kenya Back To Home

Subscribe to Job Alert


Join our happy subscribers

Send your application through

GmailGmail YahoomailYahoomail