Responsibilities
Reporting to the Manager: Technical Operations, the CS / Field Engineer will be accountable to achieve the following objectives:
- Resolve assigned site visit incidents on-site and ensure compilation of job cards and delivery notes.
- Integrate new circuits at the customer premises including configuration of CPEs and MTN handoff equipment.
- Perform proactive monitoring of customer connectivity and network devices
- Provide general first level technical support to end users’ organization-wide
- Provide first-level phone/ email support on ICT related issues and facilitate technical issues requiring location visits.
- Conduct Maintenance of the existing MTN PoP facilities including but not limited to power backup systems, Network access servers, routers, Air conditioners and other backbone facilities.
- Assist in the maintenance of telephone lines this includes testing, fault resolution and new lines implementation.
- Installing new backbone equipment in conjunction with the Network Team.
- Communicate resolution of faults to request initiators.
- Update assigned tasks in a timely manner; escalate as required to management, vendors, and clients.
- Ensure proper escalation during outages or periods of degraded system performance, problem resolution and customer satisfaction.
- Assist in maintaining issues/request log. Ensure accurate and prompt logging of all requests/ issues into the central database
- Implement/comply with pre-defined customer service management policies and procedures.
- Assist in administering customer satisfaction surveys to obtain feedback on Customer Service efficiency (where necessary).
- Performing any other duties that may be assigned from time to time.
Qualifications
Education:
- Minimum, an Academic Degree in (Information Technology, Computer Science/Engineering)
- CCNA or equivalent certification
- Fluent in English and language of country preferable
Experience:
- At least 3 years’ experience in Telecommunications, with field operational support experience.
- At least 2 years’ experience in fixed infrastructure, VoIP, and IP environment
- Experience on OTN, WDM and SDH
- Valid Driving License
- Good reading and writing skills
- Excellent follow up and time control skills
- Ability to assess the impact of different network problems
Competencies:
- Key business soft skills including but not limited to problem solving, information processing and analytical understanding.
- Highly client driven interactions
- Sound data interpretation, quality focus, continuous improvement, and reporting skills
Other:
- Regional travel
- Ability to adapt to changing requirements of business and staff members
- Excellent Interpersonal and technical skills
- Excellent organizational skills and attention to detail.
- Excellent time management skills with a proven ability to meet deadlines.
- Strong analytical and problem-solving skills.
- Proficient with Microsoft Office Suite or related software.
How to apply:
Qualified candidates are invited to send their applications and detailed CV, including qualifications, experience, present position, and current remuneration. The forwarding e-mail and cover letter must clearly indicate the job title on the subject line. Send your application to [email protected] by 8th March 2023 before 5:00pm East African time.
