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Industry (Information technology, software development, data)
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Seniority (Information technology, software development, data)
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Jamii Telecommunications
Telecommunications
Description
Requirements
- Bachelor’s degree in Information Technology, Computer Science, Telecommunications, or related field
- Cisco CCNA is required. CCNP Enterprise, JNCIA, ITIL or equivalent are an added advantage).
- At least 3 years’ experience in a NOC, ISP, or Telecom support environment
- Strong understanding of networking fundamentals: TCP/IP, LAN, WAN, MPLS, VPN, VLAN, QoS.
- Hands-on experience with routing & switching protocols (BGP, OSPF, EIGRP, STP).
- Familiarity with network monitoring tools (e.g., Zabbix, SolarWinds, PRTG, Nagios).
- Experience with customer connectivity services: DIA, IP VPN, Metro-E, FTTH/FTTx.
- Ability to perform first-level troubleshooting of routers, switches, and firewalls.
- Comfortable working with CRM / ticketing systems (e.g., ServiceNow, Remedy, Zoho Desk).
Respnsibilities
- Troubleshoot and provide first-level customer technical support for JTL’s Enterprise customers
- Handle assigned tickets till closure, including continuous liaison with customers
- Perform Root Cause Analysis (RCA) for reported and unreported customer issues.
- Work towards permanent resolution of recurring faults to improve service stability.
- Proactively monitor links & enterprise services to detect and resolve issues before customer impact.
- Provide real-time network health surveillance and alarm reporting using monitoring and surveillance tools.
- Ensure SLA commitments to enterprise customers are consistently met.
- Escalate performance-related issues to higher support tiers or engineering teams where necessary.
- Document troubleshooting steps, fixes, and root causes in line with NOC procedures.
- Contribute to knowledge base and SOP improvements for faster resolution of recurring issues.
- Attend customer services reviews for the assigned enterprise customers.
- Create network monthly performance reports for the assigned enterprise customers
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