WE ARE HIRING

NOC DISPATCH – ISP

Location: Nairobi

We are seeking a highly organized and proactive NOC Dispatch - ISP to join our team. The ideal candidate will play a key role in coordinating field operations, managing network incidents and ensuring timely resolution of service issues in line with agreed Service Level Agreements (SLAs).

Key Responsibilities

• Prioritize and dispatch field technicians based on urgency and SLA requirements.
• Monitor, manage and update all ISP-related tickets and faults.
• Track work orders and ensure timely updates from field teams.
• Follow up with technicians to ensure prompt issue resolution within SLA and MTTR.
• Escalate unresolved or critical issues appropriately.
• Provide timely and accurate updates to clients on ticket status.
• Maintain high service delivery standards through efficient ticket management.
• Prepare daily operational reports.
• Build and maintain strong client relationships.
• Ensure compliance with EHS standards.
• Perform any other duties as assigned.

Qualifications

• Diploma or Bachelor’s Degree in Information Technology, Telecommunications, Electrical & Electronics Engineering or a related field.
• At least 3 years of experience in a similar role.
• Strong understanding of fiber networks and ISP operations.
• Strong communication and customer service skills a MUST.
• Ability to multitask and work effectively in a fast-paced environment a MUST.

Required Skills

The successful candidate should demonstrate:

• Strong knowledge of network operations coordination and dispatching.
• Experience with ticketing systems (FSM).
• Understanding of SLA and MTTR management.
• Basic networking knowledge (IP addressing, routers, switches etc.)
• Familiarity with network monitoring tools.
• Excellent problem-solving, time management and organizational skills.
• High attention to detail and ability to work under pressure.
• Strong teamwork and client relationship management skills.
• Proficiency in MS Office 365, SharePoint, Zoom and Teams.

• Prioritize and dispatch field technicians based on urgency and SLA requirements.
• Monitor, manage and update all ISP-related tickets and faults.
• Track work orders and ensure timely updates from field teams.
• Follow up with technicians to ensure prompt issue resolution within SLA and MTTR.
• Escalate unresolved or critical issues appropriately.
• Provide timely and accurate updates to clients on ticket status.
• Maintain high service delivery standards through efficient ticket management.
• Prepare daily operational reports.
• Build and maintain strong client relationships.
• Ensure compliance with EHS standards.
• Perform any other duties as assigned.

• Strong knowledge of network operations coordination and dispatching.
• Experience with ticketing systems (FSM).
• Understanding of SLA and MTTR management.
• Basic networking knowledge (IP addressing, routers, switches etc.)
• Familiarity with network monitoring tools.
• Excellent problem-solving, time management and organizational skills.
• High attention to detail and ability to work under pressure.
• Strong teamwork and client relationship management skills.
• Proficiency in MS Office 365, SharePoint, Zoom and Teams.

• Diploma or Bachelor’s Degree in Information Technology, Telecommunications, Electrical & Electronics Engineering or a related field.
• At least 3 years of experience in a similar role.
• Strong understanding of fiber networks and ISP operations.
• Strong communication and customer service skills a MUST.
• Ability to multitask and work effectively in a fast-paced environment a MUST.