Information TechnologyFull-TimeJunior-level(1-2 yrs)
Job Description
Role Overview
Tatu is a project of Rendeavour, Africa’s largest urban land developer. We are seeking a Technical Support Engineer to handle customer inquiries and provide technical assistance regarding internet connectivity and related services. You will be responsible for diagnosing network issues, performing remote troubleshooting, and ensuring timely resolution of tickets to maintain high customer satisfaction.
Key Responsibilities
Customer Support: Handle inbound support tickets, calls, and chats from customers reporting no internet, intermittent connectivity, slow speeds, or authentication failures.
Account Verification: Verify customer account status, subscription package, and provisioning in ISP backend systems such as RADIUS, PPPoE, and CRM platforms.
Remote Diagnostics: Perform remote diagnostics on network connectivity, checking line status and signal levels (DSL/cable/fiber) via management tools.
Log Analysis: Analyze authentication logs including PPPoE, MAC binding, and VLAN issues.
Network Testing: Run diagnostic commands like ping, traceroute, and bandwidth tests from the ISP side or guide customers through basic tests.
Issue Identification: Identify if issues are customer-side (wiring, CPE config), last-mile, or core network related.
Troubleshooting Guidance: Guide customers through basic steps: power cycling, factory resets, checking physical connections, and resolving Wi-Fi interference.
Escalation: Escalate physical intervention needs (fiber cuts, faulty ONT/ONU/modem) to field technicians or core network teams with detailed notes.
Service Provisioning: Process service activations, suspensions, speed upgrades/downgrades, and MAC/IP bindings in real-time.
Monitoring: Monitor and report widespread outages to network operations for fast resolution.
Documentation: Document all interactions and resolutions in the ticketing system and contribute to the internal knowledge base.
KPI Management: Achieve team targets for first-contact resolution, handle time, and ticket backlog management.
Shift Work: Participate in shift rotations (evenings/weekends) and occasional on-call duties for critical incidents.
Requirements
Education: Diploma or Bachelor’s degree in Information Technology, Telecommunications, Computer Networks, or a related field (or equivalent experience).
Experience: 2+ years of experience in ISP technical support, call center network support, or helpdesk for broadband/fiber services.
Technical Knowledge: Strong understanding of Fiber (GPON, EPON, FTTH/FTTB), cable, WiFi basics, PPPoE, DHCP, IP addressing, and VLAN tagging.
Routing Concepts: Knowledge of basic routing and switching (NAT, port forwarding, DMZ).
Tools: Hands-on experience with ISP backend tools (CRM/billing systems, RADIUS servers, provisioning platforms, and monitoring tools like Cacti or Smart OLT).
Diagnostic Skills: Proficiency in using commands like ping, traceroute, ipconfig/ifconfig, and nslookup.
Soft Skills: Excellent communication skills, patience, empathy, and ability to handle high-call-volume environments.
Languages: Fluency in English (Swahili is highly preferred).
Certifications: Certifications in Linux, CCNA, CCNP, or JNCIA will be an added advantage.
How to Apply
Interested and qualified candidates should apply online by visiting the Tatu City application portal on workable. Instructions can be found on the Tatu City Limited job application link.
How to Apply
Interested and qualified candidates should submit their application through the official recruitment portal at: https://www.myjobmag.co.ke/apply-now/1180603 which redirects to the Tatu City workable application page.
.png){kind=logo}
.png){kind=logo}