Vacancies at Poa Internet

Mission Statement for the Role:

To own the end to end quality assurance of all deployed & commissioned sites for Poa Customers across Kenya.

Overall Responsibility:

Responsible for quality audit of all Customer wireless installs & Field Support services.

Financial:

Install Cost per Customer; Support Cost per Customer.

People:

Individual Contributor

Role Responsibilities: 

• Monitor the performance of field technicians, providing feedback, coaching, and performance evaluations to ensure high-quality work and productivity.
• Ensure compliance with safety regulations and industry standards during installation and support activities.
• Assist technicians in troubleshooting complex issues, providing technical expertise and guidance to ensure timely problem resolution in the field.
• Conduct regular inspections of work sites to ensure adherence to quality standards and identify areas for improvement.
• Address onsite inquiries and customer complaints and ensuring high levels of customer satisfaction.
• Foster a positive and collaborative work environment, promoting teamwork, professionalism, and continuous improvement among the team.
• Ensure Poa has no critical errors in compliance by ensuring that all the assigned site installs are done with 100% compliance to all relevant legal regulations.

Academic Qualifications:

• Diploma or degree in Electronics & Electrical Engineering, Telecommunications, IT or related field - H

Key Competencies required for the role (H, M, L)

• In-depth knowledge of wireless installation, maintenance, and repair techniques, as well as industry standards and regulations - H
• Technical proficiency in wireless systems with knowledge of Ubiquiti and Mikrotik equipment - M
• Problem-solving abilities to troubleshoot complex issues and provide guidance to 3rd party technicians - M
• Strong attention to detail and accuracy in maintaining records and preparing reports - M
• Familiarity with different types of cables, connectors, and termination methods - H
• Ability to work independently and as part of a team, following instructions and meeting deadlines - H
• Physical stamina and ability to work in various environments, including outdoor and confined spaces - H
• Excellent communication and interpersonal skills to liaise with technicians, customers, and stakeholders - M
• Adherence to safety protocols and procedures - H

Mandatory criteria with no exception to hire:

• Must have at least 1 year experience in Wireless installation or related field.
• Must have Technical proficiency in wireless systems with knowledge of Ubiquiti and Mikrotik equipment   .     
• Must have a valid driving license with at least 2 years of driving experience.

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Mission Statement for the Role: 

Level 2 in-depth troubleshooting and back-end analysis with the aim of providing solutions and recommendations for both customer and technical-related incidents.

Overall Responsibility:

To address and resolve technical escalations from the contact centre, support field service partners and follow up on network downtimes with the NOC team.

People:

Individual Contributor

Role Responsibilities: 

• Resolve escalated technical issues from L1 teams within 1 hour, ensuring tickets are updated accurately.
• Escalate network performance and availability issues to the NOC team at the end of every 8-hour shift.
• Analyze recurring issues, identify root causes, and share resolutions with the NOC and L1 teams within 1 hour.
• Respond to installation and field support issues escalated by Service Partners during working hours.
• Support the creation and management of departmental documentation and processes.

Academic qualifications required for the role: 

Technical certificate in networking/ diploma or degree in networking.

Key Competencies required for the role (H, M, L)

• Knowledge of routing and switching protocols, IT systems, and radio frequency.
• Results-orientated with track record of working in high-pressure business-to-consumer (B2C) technical support environments.
• Exceptional interpersonal, verbal and written communication, and conflict resolution skills.
• Customer-focused with strong analytical, troubleshooting, & problem-solving skills.
• Experience using CRM and remote support tools, with demonstrated end-to-end ownership of escalated customer issues.
• Experience working within a fast-paced, high-pressure L2 support environment in the telecommunications sector for at least 2 years.
• The ability to communicate technical information in an accessible manner to non-technical employees.

Mandatory criteria with no exceptions to hire

• Must have worked in a business-to-consumer (B2C) technical support team in the telecommunications sector.
• Must have at least 2+ progressive years working in a similar setup.