Specialist - Enterprise ICT Customer Support

1 week ago

Nairobi, Nairobi Area, Kenya Corporate Staffing Services Full time

IT vacancies in Kenya.

Job Description

Reporting to the Manager - Enterprise Managed Services Support the role of the Specialist - Enterprise ICT Customer Support is to operate day to day support for Managed Security, Cloud & Domain Services for Enterprise customers. The holder of the position will perform complex EBU 1st and 2nd Line ICT technical support operations for Enterprise customers and liaise with internal stakeholders and vendors to offer permanent solutions to recurring problems.

Read>>Common Interview Questions and Answers

Responsibilities

  • Reduce customer repeat callers due to downtimes and faults on ICT Services for Enterprise customers.

  • Lead and champion ICT Services capacity building effort to scale.

  • Lead Digital Empowerment of Customer facing teams to improve customer SLA and significantly reduce BAU escalations to Backend team.

  • Optimize and monitor alerts on the ICT Services systems and track resolutions.

  • Define ICT Services Performance management metrics to measure success criteria and lead optimization efforts.

  • Hold regular service review meetings liaising with EBU account management teams with enterprise customers as per portfolio

  • Work closely with the customer experience teams to drive NPS

  • Co-ordinate proactive exercises on solutions offering to customers to ensure optimal performance and reduce possibilities of service outages in co-ordination with internal backend teams and support partners.

  • Lead collaborative effort with stakeholders to create ICT center of excellence, build competence for scale.

  • Define, review and Optimize Enterprise ICT Services Support processes and documentations.

    Read>>CV Revamp: How to Modernize It for the Digital Age

    Qualifications

    • Degree in Telecoms, Engineering, IT, Physics or Math or any other relevant qualification.

    • Minimum 3 years' Experience in a busy ISP/Telco in managing large IP & Transport networks.

    • Must have Cloud and Domain Certifications on professional level .i.e. CCIP, CCNP Cloud, Microsoft Certified: Azure Administrator Associate, HCIP-Cloud Service Solutions Architect, AWS Architect, AWS Certified Cloud Practitioner and above.

    • and/or

    • Strong understanding of emerging digital technologies: Managed Security Services (Cisco ASA/Fortinet/Cyberoam/SOPHOS), AWS, Microsoft Azure, VMware, IoT, Telematics, RPA. Certifications and practical hands-on experience on the same is an added advantage.

    • Certifications in the use and administration of security tools e.g. Firewalls/IDS/Content Filters/Antivirus/Ethical Hacking tools

    • CISA, CISM, CEH certifications are an added advantage

    • Certifications in virtualization technologies: VMware, HyperV, Open Stack

    • Strong knowledge of microwave and fiber transmission and access technologies i.e. TDM,SDH plus experience with vendors like Rad

    • Ability to manage/troubleshoot a large Service provider Transmission& IP network

    • Conversant with IPv4, IPv6 Addressing Schemes, Variable Length Subnet Masking (VLSM), VLANs, IP QOS, Triple play services.

    • Knowledge in ISP services; DNS, SMTP, POP3, RADIUS/PPPoE, Web Hosting,

    • Knowledge of data networking and networking protocols in reference to the WAN and LAN environments.

    • General knowledge in all layers of data communications, customer applications and associated technologies.

    • Knowledge and experience with network operating systems such as Cisco IOS, IOS-XR, IOS-XE and Huawei OS

    • Strong technical analysis, troubleshooting, and problem resolution skills, including research of customer issues, issue re-creation, and log file analysis and experience in offering technical support to enterprise customers

    • Strong work ethic; Capability to influence cross-functional teams and to build trust with team, clients, and internal departments; Capacity to learn quickly and adapt to changing priorities;

    • Ability to understand and communicate highly complex technical issues; Commitment to quality.

      Click Here To Apply

  • Specialist - Enterprise ICT Customer Support

    2 weeks ago

    Nairobi, Nairobi Area, Kenya SAFARICOM Full time

    ABOUT THE COMPANYSafaricom, Ltd is a leading mobile network operator in Kenya. It was formed in 1997 as a fully owned subsidiary of Telkom Kenya. In May 2000, Vodafone Group Plc of the United Kingdom acquired a 40% stake and management responsibility for the company. Safaricom employs over 1,500 people mainly stationed in Nairobi and other big cities like...

  • Specialist - Enterprise ICT Customer Support

    1 month ago

    Nairobi, Nairobi Area, Kenya SAFARICOM Full time

    ABOUT THE COMPANYSafaricom, Ltd is a leading mobile network operator in Kenya. It was formed in 1997 as a fully owned subsidiary of Telkom Kenya. In May 2000, Vodafone Group Plc of the United Kingdom acquired a 40% stake and management responsibility for the company. Safaricom employs over 1,500 people mainly stationed in Nairobi and other big cities like...

  • Specialist - Enterprise IoT Customer Support

    2 weeks ago

    Nairobi, Nairobi Area, Kenya Corporate Staffing Services Full time

    IT vacancies in Kenya. Job DescriptionReporting to the Manager - Enterprise Managed Services Support , the role of the Specialist - Enterprise IoT Customer Support is to operate and day to day support Internet of Things (IoT) services for Enterprise customers. The holder of the position will perform complex EBU 1st and 2nd Line technical support operations...

  • Specialist - Enterprise IoT Customer Support

    1 month ago

    Nairobi, Nairobi Area, Kenya Corporate Staffing Services Full time

    IT vacancies in Kenya. Job DescriptionReporting to the Manager - Enterprise Managed Services Support , the role of the Specialist - Enterprise IoT Customer Support is to operate and day to day support Internet of Things (IoT) services for Enterprise customers. The holder of the position will perform complex EBU 1st and 2nd Line technical support operations...

  • Specialist - Enterprise IoT Customer Support

    2 weeks ago

    Nairobi, Nairobi Area, Kenya SAFARICOM Full time

    ABOUT THE COMPANYSafaricom, Ltd is a prominent mobile network operator in Kenya. Established in 1997 as a subsidiary of Telkom Kenya, it became part of Vodafone Group Plc in 2000. The company has a workforce of over 1,500 employees based mainly in Nairobi, Mombasa, Kisumu, Nakuru, and Eldoret managing retail outlets and nationwide dealerships.JOB...

  • Specialist - Enterprise IoT Customer Support

    1 month ago

    Nairobi, Nairobi Area, Kenya SAFARICOM Full time

    ABOUT THE COMPANYSafaricom, Ltd is a prominent mobile network operator in Kenya. Established in 1997 as a subsidiary of Telkom Kenya, it became part of Vodafone Group Plc in 2000. The company has a workforce of over 1,500 employees based mainly in Nairobi, Mombasa, Kisumu, Nakuru, and Eldoret managing retail outlets and nationwide dealerships.JOB...

  • ICT Support Specialist at

    4 days ago

    Nairobi, Nairobi Area, Kenya WTS Energy Full time

    WTS Energy, headquartered in the Netherlands and established in 2000, is one of the leading Outsourcing & Workforce Management Companies to the Global Energy industry. WTS Supplies Manpower, Recruitment, Outsourcing Services in Africa, the Middle East, Europe and the Americas. WTS Energy works on all Energy projects, Oil & Gas and Renewables.Job Summary:On...

  • Enterprise Support

    1 month ago

    Nairobi, Nairobi Area, Kenya Corporate Staffing Services Full time

    Engineering job vacancies in Kenya. Safaricom is the leading provider of converged communication solutions in Kenya. In addition to providing a broad range of first-class products and services for Telephony, Broadband Internet and Financial services, Safaricom seeks to uplift the welfare of Kenyans through value-added services and support for community...

  • Enterprise Support

    2 weeks ago

    Nairobi, Nairobi Area, Kenya Corporate Staffing Services Full time

    Engineering job vacancies in Kenya. Safaricom is the leading provider of converged communication solutions in Kenya. In addition to providing a broad range of first-class products and services for Telephony, Broadband Internet and Financial services, Safaricom seeks to uplift the welfare of Kenyans through value-added services and support for community...

  • ICT Specialist at

    1 week ago

    Nairobi, Nairobi Area, Kenya Eagle HR Consultants Full time

    HR, Payroll & Consulting Solutions People are at the heart of every successful organization. Investing in human capital is one of the smartest moves a business leader can make. But without the right systems to manage and measure your performance, this investment will never truly deliver.Job Ref: EHC/033/2024SummaryThe ICT Specialist is responsible for...

  • ICT Support Officer at

    1 week ago

    Nairobi, Nairobi Area, Kenya Catholic University of Eastern Africa Full time

    The Catholic University of Eastern Africa (CUEA), like most other universities, started in a modest way. It commenced as a graduate school of theology known as the Catholic Higher Institute of Eastern Africa (CHIEA).JOB QUALIFICATIONSMinimum Requirements BSc Degree in Computer Science/IT or equivalent from a recognzied institution; Must be CCNA certified or...

  • ICT Support Officer at

    1 month ago

    Nairobi, Nairobi Area, Kenya Catholic University of Eastern Africa Full time

    The Catholic University of Eastern Africa (CUEA), like most other universities, started in a modest way. It commenced as a graduate school of theology known as the Catholic Higher Institute of Eastern Africa (CHIEA). The Institute (CHIEA) was founded in 1984 by the regional ecclesiastical authority known as the Association of Member Episcopal Conferences of...

  • ICT Officer, ICT System Support

    3 days ago

    Nairobi, Nairobi Area, Kenya The Open University of Kenya Full time

    The Open University of Kenya aims to address the pressing issue of limited capacity in traditional universities by employing innovative teaching and learning methodologies, including online and distance education.The Duties And Responsibilities Entail:Creating materials and presentations for training and reports. Performing routine system administrative...

  • Enterprise Support- Platinum

    1 month ago

    Nairobi, Nairobi Area, Kenya SAFARICOM Full time

    ABOUT THE COMPANYSafaricom, Ltd is a leading mobile network operator in Kenya. It was formed in 1997 as a fully owned subsidiary of Telkom Kenya. In May 2000, Vodafone Group Plc of the United Kingdom acquired a 40% stake and management responsibility for the company. Safaricom employs over 1,500 people mainly stationed in Nairobi and other big cities like...

  • ICT Interns at

    2 weeks ago

    Nairobi, Nairobi Area, Kenya Kenya Institute of Management (KIM) Full time

    The Kenya Institute of Management (KIM) is a membership based non-profit making professional management organization committed to the promotion of excellence and integrity in the practice of management.SUMMARYThe job holders will be responsible for system administration, network administration, infrastructure management, web development and maintenance,...

  • ICT Interns at

    1 month ago

    Nairobi, Nairobi Area, Kenya Kenya Institute of Management (KIM) Full time

    The Kenya Institute of Management (KIM) is a membership based non-profit making professional management organization committed to the promotion of excellence and integrity in the practice of management.SUMMARYThe job holders will be responsible for system administration, network administration, infrastructure management, web development and maintenance,...

  • ICT Support Officer

    5 days ago

    Nairobi, Nairobi Area, Kenya Corporate Staffing Services Full time

    IT jobs in Nairobi. The African Population and Health Research Center (APHRC) is a premier research-to-policy institution, generating evidence, strengthening research and related capacity in the African research and development ecosystem, and engaging policy to inform action on health and development. The Center is Africa-based and African-led, with its...

  • Technical Specialist, Enterprise Development, Kenya at

    1 month ago

    Nairobi, Nairobi Area, Kenya Fauna & Flora International Full time

    Fauna & Flora International (FFI) has been championing wildlife conservation in Kenya in some shape or form since our foundation in 1903. Exactly a century later, we opened an office in Nairobi and established a formal country programme, since when we have been supporting local partners to protect key habitats and species. In particular, we have played a...

  • ICT Specialist, Provost Office COE at

    1 month ago

    Nairobi, Nairobi Area, Kenya Aga Khan University Hospital Full time

    Aga Khan University Hospitals in Karachi, Pakistan and Nairobi, Kenya are private, not-for-profit institutions providing high quality health care. The Main Hospitals serve as the principal sites for clinical training for the University's Medical Colleges and Schools of Nursing and Midwifery in Pakistan and East AfricaJob SummaryThe purpose of the assignment...

  • Manager, ICT

    1 month ago

    Nairobi, Nairobi Area, Kenya Tourism Fund Full time

    ABOUT THE COMPANYTourism Fund is a body corporate established under the Tourism Act, 2011 which came into operation on 1st September, 2012 vide special issue Kenya Gazette Supplement No. 93 of 24th August, 2012. The Fund is the legal successor to Catering and Tourism Development Levy Trustees. JOB SUMMARYACADEMIC QUALIFICATIONS1. Masters degree from a...