Role Overview
Reporting to the Manager – Enterprise Customer Support, the role holder will ensure service availability to all clients by offering 2nd level support to escalated trouble tickets, respond to and act on escalated trouble reports, and ensure troubleshooting and solving ticketed incidents are done within SLA.
Key Responsibilities
- Uphold the company code of conduct, policies, and procedures, ensuring integrity and accountability in every aspect of work.
- Adhere to safety, health, and wellbeing policies, guidelines, and procedures in all actions and decisions.
- Handle Enterprise customers, support, partners, and Safaricom special projects.
- Provide Level 2 technical support.
- Build tools to reduce occurrences of errors and improve customer experience.
- Perform root cause analysis for production errors and permanently resolve recurring faults.
- Come up with innovative ways to reduce demand.
- Investigate and resolve technical issues.
- Develop scripts to automate visualization.
- Research, review, and recommend emerging technologies and innovative customer solutions, liaising with stakeholders for technology adoption to maximize service availability.
- Effectively liaise with subject matter experts / level 3 support players to diagnose, troubleshoot, and repair complex customer issues.
- Perform capacity monitoring and reporting on individual client circuits as well as network resources.
- Perform scheduled preventive maintenance for proactive support for global customers.
- Escalate and follow up issues with relevant backend teams.
- Effectively communicate ticket status, service outages, and escalate as per established customer support and escalation matrix.
- Ensure all customer solutions, preventive, and restorative procedures are documented and adhered to.
- Ensure communication is progressively and properly done to all stakeholders, along with weekly and monthly reporting on link performance.
Qualifications and Experience
- ITIL V3 Certification or equivalent.
- ICDL Certification, A+ Certification – Hardware & Software.
- Cisco Certification: CCNA, CCNP, HCNA, HCNP.
- IT Service Management experience with knowledge of IT platforms, Operating Systems, Networking – LAN/WAN & Wireless technologies, User Support, and Safaricom System.
- Experience in both hardware/software/system support.
- Excellent communication and problem-solving skills.
