Background information about the job or company (e.g., role context, company overview)

Safaricom is the leading provider of converged communication solutions in Kenya. In addition to providing a broad range of first-class products and services for Telephony, Broadband Internet and Financial services, Safaricom seeks to uplift the welfare of Kenyans through value-added services and support for community projects.

Responsibilities or duties

• Uphold the company code of conduct, policies and procedures, ensuring integrity and accountability in every aspect of your work.
• All employees have a responsibility to 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.
• 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 and liaise 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.
• Perform root cause analysis on issues to avoid recurrence.
• 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 are documented.
• Ensure all Preventive and restorative procedures are documented and adhered to
• Ensure communication progressively and properly done to all stakeholders Weekly and monthly reporting on link performance

Qualifications or requirements (e.g., education, skills)

• 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 needed

Experience in both hardware/software/system support

Any other provided details (e.g., benefits, work environment, team info, or additional notes)

Excellent Communication and problem solving skills

• Uphold the company code of conduct, policies and procedures, ensuring integrity and accountability in every aspect of your work.
• All employees have a responsibility to 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.
• 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 and liaise 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.
• Perform root cause analysis on issues to avoid recurrence.
• 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 are documented.
• Ensure all Preventive and restorative procedures are documented and adhered to
• Ensure communication progressively and properly done to all stakeholders Weekly and monthly reporting on link performance

• Excellent Communication and problem solving skills

• 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