Tatu is a project of Rendeavour, Africa’s largest urban land developer with over 30,000 acres of visionary projects in the growth trajectories of large cities in Kenya, Ghana, Nigeria, Zambia and Democratic Republic of Congo. Rendeavour’s vision goes beyond alleviating what is a self-evident problem - that of stifling urban congestion and a dearth of quality housing and commercial property in Africa. Rather, we aim to help create the infrastructure - the living and working spaces, communities, schools and hospitals - that will help sustain and accelerate Africa’s economic growth, meet the aspirations of Africa’s burgeoning middle classes, and serve as a catalyst for further urban development.

Key Responsibilities:

• Handle inbound support tickets/calls/chats from customers reporting no internet, intermittent connectivity, slow speeds, authentication failures, or service activation issues
• Verify customer account status, subscription package, billing compliance, service location, and provisioning in the ISP backend systems (e.g., RADIUS, PPPoE, CRM/billing platforms)
• Perform remote diagnostics on network connectivity
• Check line status / signal levels (for DSL/cable/fiber) via management tools
• Analyze authentication logs (PPPoE, MAC binding, VLAN issues)
• Run ping, traceroute, bandwidth tests from ISP side or guide customer through basic tests
• Identify whether the issue is on the customer side (wiring, CPE misconfig), last-mile, or core network
• Guide customers through basic troubleshooting steps: modem/router power cycle, factory reset, checking indicator lights, verifying cables/connections, Wi-Fi channel interference basics
• Escalate issues requiring physical intervention (fiber cuts, faulty ONT/ONU/modem, pole/cabinet problems) to field technicians, Core, or escalation teams with detailed notes and logs
• Process service activations, suspensions, speed upgrades/downgrades, plan changes, and MAC/IP bindings in real-time
• Monitor and report recurring issues or widespread outages to network operations for faster resolution
• Document all interactions, resolutions, and workarounds in the ticketing system and contribute to the internal knowledge base (e.g., common error codes, troubleshooting flows)
• Achieve team KPIs: first-contact resolution rate, average handle time, ticket backlog management
• Participate in shift rotations (including evenings/weekends) and occasional on-call for critical network incidents

Requirements

• Diploma or Bachelor’s degree in Information Technology, Telecommunications, Computer Networks, or related field (or equivalent experience)
• 2+ years of experience in ISP technical support, call center network support, helpdesk for broadband/fiber services, or similar telecom role
• Strong understanding of internet connectivity technologies:
  • Fiber (GPON, EPON, FTTH/FTTB), cable, WiFi basics
  • PPPoE, DHCP, IP addressing, VLAN tagging
  • Basic routing & switching concepts (NAT, port forwarding, DMZ)
• Hands-on experience with ISP backend tools: CRM/billing systems, RADIUS servers, provisioning platforms, network monitoring (e.g., Cacti, Smart OLT e.t.c)
• Proficiency in using diagnostic commands: ping, traceroute, ipconfig/ifconfig, nslookup
• Excellent communication skills — ability to explain network concepts simply to non-technical customers (many will be frustrated or angry)
• High level of patience, empathy, and stress management in high-call-volume environments
• Fluency in English (and Swahili highly preferred in Kenyan context)
• Certifications in Linux, CCNA/CCNP/JNCIA, basic scripting/automation exposure (e.g., understanding logs or simple batch commands) will be an added advantage

• Handle inbound support tickets/calls/chats from customers reporting no internet, intermittent connectivity, slow speeds, authentication failures, or service activation issues
• Verify customer account status, subscription package, billing compliance, service location, and provisioning in the ISP backend systems (e.g., RADIUS, PPPoE, CRM/billing platforms)
• Perform remote diagnostics on network connectivity
• Check line status / signal levels (for DSL/cable/fiber) via management tools
• Analyze authentication logs (PPPoE, MAC binding, VLAN issues)
• Run ping, traceroute, bandwidth tests from ISP side or guide customer through basic tests
• Identify whether the issue is on the customer side (wiring, CPE misconfig), last-mile, or core network
• Guide customers through basic troubleshooting steps: modem/router power cycle, factory reset, checking indicator lights, verifying cables/connections, Wi-Fi channel interference basics
• Escalate issues requiring physical intervention (fiber cuts, faulty ONT/ONU/modem, pole/cabinet problems) to field technicians, Core, or escalation teams with detailed notes and logs
• Process service activations, suspensions, speed upgrades/downgrades, plan changes, and MAC/IP bindings in real-time
• Monitor and report recurring issues or widespread outages to network operations for faster resolution
• Document all interactions, resolutions, and workarounds in the ticketing system and contribute to the internal knowledge base (e.g., common error codes, troubleshooting flows)
• Achieve team KPIs: first-contact resolution rate, average handle time, ticket backlog management
• Participate in shift rotations (including evenings/weekends) and occasional on-call for critical network incidents

• Strong understanding of internet connectivity technologies: Fiber (GPON, EPON, FTTH/FTTB), cable, WiFi basics
• PPPoE, DHCP, IP addressing, VLAN tagging
• Basic routing & switching concepts (NAT, port forwarding, DMZ)
• Hands-on experience with ISP backend tools: CRM/billing systems, RADIUS servers, provisioning platforms, network monitoring (e.g., Cacti, Smart OLT e.t.c)
• Proficiency in using diagnostic commands: ping, traceroute, ipconfig/ifconfig, nslookup
• Excellent communication skills
• High level of patience, empathy, and stress management
• Fluency in English (and Swahili highly preferred)
• Certifications in Linux, CCNA/CCNP/JNCIA, basic scripting/automation exposure will be an added advantage

• Diploma or Bachelor’s degree in Information Technology, Telecommunications, Computer Networks, or related field (or equivalent experience)