WIOCC - NOC Engineer - Jobs in Kenya
WIOCC - NOC Engineer - Jobs in Kenya
Job Title: NOC Engineer
Job Objective:
Provide first level support for customers, resolve incidents, identify problems through pro-active monitoring and manage planned engineering works.
To be acknowledged as the customers champion ensuring high levels of satisfaction and an excellent customer experience.
Key Duties & Responsibilities
Interface with customers for service assurance and service delivery queries, achieving high levels of customer satisfaction.
Proactively monitor alarm management systems for events, create, own and manage trouble tickets to successful resolution.
Supplier incident management
Incident management, trouble shooting and resolution of first level technical issues
Ensure all service tickets on NetSuite have correct closure data
Use of and ensuring data integrity of NetSuite
Produce Reason For Outage reports and conduct Monthly Operational Reviews with customers
Manage Planned Engineering Works, including service impact analysis and customer notifications
Identify service concerns, issues, challenges and escalate to 2nd level support and management
Maintain accurate records, assist with auditing and data cleansing as directed
Assist Service Delivery to configure & activate services / restoration as directed
Field operations as required (installation, patching, troubleshooting, testing)
Assist with creation of ad hoc reports as needed
Assist other departments and perform various projects as needed
Adhere to all company policies and procedures
Minimum Qualifications:
Bachelor’s degree (or equivalent) in I.T or Telecommunications related field
Experience & Skills
Requires minimum of 1-2 years’ experience in telecom industry including experience in customer support or similar fields
CCNA a must,CCNP/CCIP and JNCIA are an added advantage
Knowledge
of juniper routers and Tejas ADM a highly added advantage
Knowledge of various platforms around SDH, Data (Ethernet, IP/MPLS).
Effective written and verbal communications skills evidenced by work history and accomplishments
Expert knowledge of at least one trouble ticket system, NetSuite desirable
Excellent communications and soft skills, including ability to listen to and summarize and concisely share key information with customers
Demonstrate ability to manage multiple priorities and solve problems in a fast paced environment
Attributes
Customer focused, relationship builder
Integrity, honest with high ethical standards
Boundless, passionate and flexible
Personnel excellence, accuracy and attention to detail
Collaborative, achieve results through teamwork and partnerships
Strong analytical skills and able to collate and interpret data from various sources
Good English language communicator with a natural aptitude for dealing with people
Good network diagnostic skills
Willing to work on a 24/7 shift including nights, week-ends and public holidays / on-call as required
How to Apply
Send C.V to wioccnoc.recruitment@gmail.com by 8th June 2019
For more information and job application details, see; WIOCC - NOC Engineer - Jobs in Kenya
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