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Fireside Group LtdProfession
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Fireside Group Ltd
Engineering + 1 more
Description
Responsible for coordinating network operations, monitoring network performance, managing incidents, and ensuring timely resolution of connectivity and infrastructure issues. Requires a relevant qualification in information technology, telecommunications, networking, or a related field. The role is based in Nairobi with duties performed on-site.
Qualifications
- Diploma/ Bachelor’s Degree in Telecommunication, Electrical & Electronics, Engineering or related field.
- 2+ years of experience in a similar role.
- Strong understanding of fiber network and concepts.
- Excellent communication and customer service skills.
- Ability to multitask and maintain focus in a fast-paced environment.
Key Responsibilities:
- Lead NOC operations and coordinate dispatch activities.
- Ensure compliance with agreed SLA and escalation procedures.
- Track work orders and ensure timely updates from the field teams.
- Monitor incidents, faults, tickets and restoration timelines.
- Coordinate between NOC dispatch, field technicians and project management
- Ensure all tickets are closed within the approved MTTR
- Promptly escalate issues for intervention as expected.
- Provide regualr and high-quality updates to clients on the status of tickets, adhering to the agreed timelines.
- Ensure Service Level Agreements are maintained and exceeded through efficient ticket management.
- Prepare daily reports on all scopes achieved.
- Maintaining a good relationship and rapport with the clients.
- Ensure 100% compliance on EHS standards for the teams in regions being handled.
- Any other duty that may be assigned from time to time.
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