Customer Support Engineer

3 days ago

Nairobi, Nairobi Area, Kenya Tatu City Full time

Position Overview

As a Customer Support Engineer, you will be primarily responsible for monitoring, maintaining, and troubleshooting Fahari Link and its affiliates' multiservice network infrastructure and implementing changes, such as provisioning, suspension, reactivation, and termination of circuits, in response to user requests and project work. You will also be required to deal with escalated issues from customers, other team members, and other departments.

Responsibilities

  • Handle customer complaints, provide appropriate solutions and alternatives within the time limits, and follow up to ensure resolution.
  • Troubleshooting systems within the organization using the available troubleshooting tools, Cacti, Libre, GPON Smart OLT, GPON UNM2000, the Dude, and GPON Huawei NCE.
  • Diagnose and resolve faults on network devices such as routers, switches, firewalls, and bandwidth managers.
  • Ensure the core network performance and availability are within the stipulated Key Performance Indicators (KPIs).
  • Skills in Enterprise Solutions, VPN, SDWAN, including METRO, MPLS, GPON, and Wireless networks
  • Actively monitor the network and promptly report any unforeseen issues that could result in downtime.
  • Ensure key network performance parameters are monitored and propose improvements in monitoring to accurately measure the network's overall performance.
  • Understanding and experience in CRM, trouble ticketing systems, dispatch procedures, and processes within the Customer Experience department.
  • Experience in Onsite support and maintenance. Both fiber and wireless technologies.
  • Knowledge and experience in reading, analysing, and interpreting periodical reports and technical procedures.
  • Assist the Account Executive in managing large amounts of incoming phone calls.
  • Ability to effectively present information and respond to questions from groups of managers, technical leads, and customers.
  • Fulfill any additional responsibilities delegated by the leadership team and management.

Requirements

Skills and Experience

  • Strong analytical skills and ability to collate and interpret data from various sources.
  • Ability to assess and prioritize faults and respond or escalate accordingly.
  • Strong phone contact handling skills and active listening
  • Skills to configure different types of switches, firewalls, and routers.
  • Be able to work in a call-out Rota running 24×7.
  • Excellent communication and presentation skills
  • Knowledge of BGP, MPLS (L2 and L3 VPNs), ISIS and OSPF both in IPv4 and IPv6 networks.
  • B.Sc. degree in IT, Engineering, Computer Science, Computer Technology, or a related field.
  • CCNA/JNCIA/HCNA certification, CCNP/JNCIP will be an added advantage.
  • Ability to work under pressure and meet sales targets.

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