Engineer - Enterprise Customer Support

Responsibilities

• Uphold the company code of conduct, policies and procedures, ensuring integrity and accountability in every aspect of your work.
  
• All employees have a responsibility to adhere to safety, health, and wellbeing policies, guidelines and procedures in all actions and decisions.
  
• Handle Enterprise customers, support, partners and Safaricom special projects.
  
• Provide Level 2 technical support.
  
• Build tools to reduce occurrences of errors and improve customer experience.
  
• Perform root cause analysis for production errors.
  
• Permanently resolve recurring faults
  
• Come up with innovative ways to reduce demand.
  
• Investigate and resolve technical issues.
  
• Develop scripts to automate visualization.
  
• Research, review and recommend emerging technologies and innovative customer solutions and liaise with stakeholders for technology adoption to maximize service availability.
  
• Effectively liaise with subject matter experts-level 3 support players to diagnose, troubleshoot, and repair complex customer issues.
  
• Perform capacity monitoring and reporting on individual client circuits as well as network resources.
  
• Perform scheduled preventive maintenance for proactive support for global customers.
  
• Perform root cause analysis on issues to avoid recurrence.
  
• Escalate and follow up issues with relevant backend teams.
  
• Effectively communicate ticket status, service outages and escalate as per established customer support and escalation matrix.
  
• Ensure all customer solutions are documented.
  
• Ensure all Preventive and restorative procedures are documented and adhered to
  
• Ensure communication progressively and properly done to all stakeholders Weekly and monthly reporting on link performance
  

Qualifications

• ITIL V3 Certification or equivalent
  
• ICDL Certification, A+ Certification – Hardware & Software
  
• Cisco Certification: CCNA, CCNP, HCNA, HCNP
  
• IT Service Management experience with knowledge of IT platforms, Operating Systems, Networking – LAN/WAN & Wireless technologies, User Support and Safaricom System
  
• Experience in both hardware/software/system support
  
• Excellent Communication and problem solving skills