Information TechnologyContractorEntry-level(0-1 yr)
Job Description
Sheer Logic Management Consultants is seeking a Customer Support Engineer (Telecommunications) to provide high-quality technical support within the telecommunications sector. This is a 6-month renewable contract position focused on first-level troubleshooting, proactive monitoring, and maintaining high standards of service delivery.
Role Overview
The role involves managing the full lifecycle of customer service tickets, from acknowledgment to resolution, while ensuring compliance with Service Level Agreements (SLAs). You will act as a primary point of contact for technical inquiries and network updates, ensuring customers are proactively notified of any issues.
Key Responsibilities
Technical Support: Provide first-level troubleshooting and remote technical support to resolve network connectivity and service-related issues.
Ticket Management: Manage customer tickets from initial acknowledgment to final closure, ensuring strict adherence to SLAs.
Customer Communication: Handle communications regarding fault resolutions, service inquiries, and planned network changes.
Proactive Monitoring: Monitor services proactively and notify customers immediately of any detected issues.
Internal Liaison: Collaborate with internal teams to ensure timely updates and maintain accurate ticket information.
Reporting: Prepare scheduled and ad-hoc technical reports for various stakeholders.
Database Maintenance: Maintain and update customer contact databases and manage communications effectively during major network faults.
Job Requirements
Education: Diploma or Bachelor’s degree in Computer Science, Telecommunications, or Electrical/Electronic Engineering.
Experience: A minimum of 6 months of hands-on experience resolving Layer 1–3 network issues.
Certifications: Professional certifications in IP Networking (CCNA, CCNP, Junos) or Cloud/Cybersecurity (Microsoft, Amazon, etc.) are required.
Industry Knowledge: Prior experience in the telecommunications industry handling customer and service-related issues.
Technical Skills: Strong understanding of Routing and Switching protocols and current technological trends.
Problem Solving: Proven ability to troubleshoot and resolve complex network connectivity problems.
Communication: Excellent written and verbal communication skills.
Employment Terms
Duration: 6 months (Renewable)
Salary: 40,000 KES
How to Apply
Interested and qualified candidates should send their updated CV to talentsourcing@sheerlogicltd.com by 23rd April 2026.
How to Apply
Interested and qualified candidates should send their updated CV to talentsourcing@sheerlogicltd.com by 23rd April 2026.
