Sheer Logic Management Consultants (SLMC) was incorporated in 1997 as a limited liability company whose overall aim is to provide Human Resource consultancy and training services to a diverse set of industries and economic sectors; both private and public. Our Mission Improve the operational effectiveness of our client, by developing solutions that bui...

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Customer Support Engineer(Telecommunications) – 40k

Job TypeContract , Full Time

QualificationBA/BSc/HND , Diploma

Experience

LocationNairobi

Job FieldICT / Computer

Duration:

6 months (Renewable)

Key Responsibilities

Provide first-level troubleshooting and remote technical support.

Manage customer tickets from acknowledgment to closure, ensuring SLA compliance.

Handle customer communications on fault resolution, service inquiries, and network changes.

Proactively monitor services and notify customers of issues.

Liaise with internal teams for timely updates and accurate ticket information.

Prepare scheduled and ad-hoc reports for stakeholders.

Maintain customer contact databases and manage communication during major faults.

Requirements

Diploma or Bachelor’s degree in Computer Science, Telecommunications, or Electrical/Electronic Engineering.

Certifications in IP Networking (CCNA, CCNP, Junos) or Cloud/Cybersecurity (Microsoft, Amazon, etc.).

Minimum 6 months of experience resolving Layer 1–3 network issues.

Experience in the telecommunications industry handling customer and service-related issues.

Strong understanding of Routing and Switching protocols and current technological trends.

Excellent written and verbal communication skills.

Proven ability to troubleshoot and resolve network connectivity problems.

Discover more

Office Supplies and Stationery

Financial Planning Services

Public Speaking Training

Check how your CV aligns with this job

• Provide first-level troubleshooting and remote technical support.
• Manage customer tickets from acknowledgment to closure, ensuring SLA compliance.
• Handle customer communications on fault resolution, service inquiries, and network changes.
• Proactively monitor services and notify customers of issues.
• Liaise with internal teams for timely updates and accurate ticket information.
• Prepare scheduled and ad-hoc reports for stakeholders.
• Maintain customer contact databases and manage communication during major faults.

• IP Networking (CCNA, CCNP, Junos)
• Cloud/Cybersecurity (Microsoft, Amazon, etc.)
• Resolving Layer 1–3 network issues
• Telecommunications industry customer and service-related issues
• Routing and Switching protocols
• Current technological trends
• Excellent written and verbal communication skills
• Troubleshoot and resolve network connectivity problems

• Diploma or Bachelor’s degree in Computer Science, Telecommunications, or Electrical/Electronic Engineering.
• Certifications in IP Networking (CCNA, CCNP, Junos) or Cloud/Cybersecurity (Microsoft, Amazon, etc.).