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DDD Kenya Ltd, KiliMax Software, NTT Limited, Smart Applications International Ltd, TELUS InternationalProfession (Computers, software development and services)
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Industry (Information technology, software development, data)
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Seniority (Information technology, software development, data, Computers, software development and services)
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Oasis Outsourcing
Computers + 1 more
Description
Job description: Ensure 24/7 availability and performance of network infrastructure through monitoring, incident response, escalation management, and technical support while maintaining SLAs and collaborating with cross-functional teams.
Skills: Technical- Hard Skills • TCP/IP, routing protocols, VLANs, QoS • Cisco, Ruckus, Aruba/HP, Meraki routers, switches and wireless controllers • Firewalls (Cisco ASA, Fortinet, Watchguard) • Monitoring tools (SolarWinds, PRTG, Nagios, Zabbix, and other proprietary monitoring systems like Cosmos)) • Wireshark, tcpdump, packet analysis • VPN, SD-WAN, load balancers, wired (ethernet and fiber) and wireless networking • Property Management Systems (PMS) and hospitality technology (preferred) Soft skills: • Strong communication and problem-solving abilities • Calm under pressure during critical incidents • Team collaboration and mentoring skills • Time management and prioritization
Responsibilities
Responsabilities: Network Monitoring & Performance • Monitor infrastructure using SolarWinds, PRTG, Nagios, Zabbix, and other proprietary monitoring systems like Cosmos • Analyze performance trends, bandwidth, latency, packet loss, and KPIs • Maintain monitoring thresholds, alert policies, and SLA metrics Incident & Problem Management • Respond to alerts and outages within SLA timeframes • Perform triage, diagnosis, and manage incident lifecycle • Conduct root cause analysis and document lessons learned • Track trends and recommend preventive measures Escalation Management • Serve as primary escalation point for Tier 1 and Tier 2 support team. • Escalate complex issues to Tier 4 engineers and specialized teams • Coordinate vendor support and facilitate bridge calls during major incidents • Manage communication between technical teams, management, and stakeholders Network Operations & Maintenance • Execute firmware updates, patches, and configuration changes • Configure routers, switches, firewalls, load balancers, wireless controllers • Implement VLANs, access control policies, and VPN connections • Perform change management and maintenance window activities Troubleshooting & Support • Resolve issues across LAN, WAN, MPLS, SD-WAN, wireless networks • Troubleshoot routing/switching (BGP, OSPF, EIGRP, STP) • Analyze traffic using Wireshark, tcpdump • Address DNS, DHCP, firewall, NAT, and VoIP issues • Work on SSID requests, conference issues and other special requests Field Technician Coordination & Dispatch Work with field technicians and coordinate tech dispatches for: • PMS (Property Management System) troubleshooting and connectivity issues • WiFi site surveys, coverage analysis, and wireless optimization • 3rd party vendor troubleshooting including video, VoIP, Conference Room Technology • Coordinate on-site troubleshooting activities and vendor escalations Documentation & Collaboration • Maintain network documentation, topology diagrams, SOPs • Create post-incident and RCA reports • Participate in capacity planning and continuous improvement initiatives • Work closely with Engineering, logistics, equipment and third-party vendors as new equipment and technologies are integrated with the production network
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