Key Responsibilities:<\/p>\n
\tHandle inbound support tickets\/calls\/chats from customers reporting no internet, intermittent connectivity, slow speeds, authentication failures, or service activation issues
\n\tVerify customer account status, subscription package, billing compliance, service location, and provisioning in the ISP backend systems (e.g., RADIUS, PPPoE, CRM\/billing platforms)
\n\tPerform remote diagnostics on network connectivity
\n\tCheck line status \/ signal levels (for DSL\/cable\/fiber) via management tools
\n\tAnalyze authentication logs (PPPoE, MAC binding, VLAN issues)
\n\tRun ping, traceroute, bandwidth tests from ISP side or guide customer through basic tests
\n\tIdentify whether the issue is on the customer side (wiring, CPE misconfig), last-mile, or core network
\n\tGuide customers through basic troubleshooting steps: modem\/router power cycle, factory reset, checking indicator lights, verifying cables\/connections, Wi-Fi channel interference basics
\n\tEscalate issues requiring physical intervention (fiber cuts, faulty ONT\/ONU\/modem, pole\/cabinet problems) to field technicians, Core, or escalation teams with detailed notes and logs
\n\tProcess service activations, suspensions, speed upgrades\/downgrades, plan changes, and MAC\/IP bindings in real-time
\n\tMonitor and report recurring issues or widespread outages to network operations for faster resolution
\n\tDocument all interactions, resolutions, and workarounds in the ticketing system and contribute to the internal knowledge base (e.g., common error codes, troubleshooting flows)
\n\tAchieve team KPIs: first-contact resolution rate, average handle time, ticket backlog management
\n\tParticipate in shift rotations (including evenings\/weekends) and occasional on-call for critical network incidents<\/p>\n
Requirements<\/p>\n
\tDiploma or Bachelor\u2019s degree in Information Technology, Telecommunications, Computer Networks, or related field (or equivalent experience)
\n\t2+ years of experience in ISP technical support, call center network support, helpdesk for broadband\/fiber services, or similar telecom role
\n\tStrong understanding of internet connectivity technologies:
\n\tFiber (GPON, EPON, FTTH\/FTTB), cable, WiFi basics
\n\tPPPoE, DHCP, IP addressing, VLAN tagging
\n\tBasic routing & switching concepts (NAT, port forwarding, DMZ)
\n\tHands-on experience with ISP backend tools: CRM\/billing systems, RADIUS servers, provisioning platforms, network monitoring (e.g., Cacti, Smart OLT e.t.c)
\n\tProficiency in using diagnostic commands: ping, traceroute, ipconfig\/ifconfig, nslookup
\n\tExcellent communication skills \u2014 ability to explain network concepts simply to non-technical customers (many will be frustrated or angry)
\n\tHigh level of patience, empathy, and stress management in high-call-volume environments
\n\tFluency in English (and Swahili highly preferred in Kenyan context)
\n\tCertifications in Linux, CCNA\/CCNP\/JNCIA, basic scripting\/automation exposure (e.g., understanding logs or simple batch commands) will be an added advantage<\/p>\n
Apply Through:<\/p>\n
jobs.workable.com<\/p>\n","protected":false},"author":2,"featured_media":0,"template":"","meta":{"_promoted":"","_job_location":"","_application":"http:\/\/jobs.workable.com","_company_name":"Tatu City Limited","_company_website":"https:\/\/www.tatucity.com\/","_company_tagline":"Tatu is a project of Rendeavour, Africa\u2019s largest urban land developer with over 30,000 acres of visionary projects in the growth trajectories of large cities in Kenya, Ghana, Nigeria, Zambia and Democratic Republic of Congo. Rendeavour\u2019s vision goes beyond alleviating what is a self-... read moreevident problem \u2013 that of stifling urban congestion and a dearth of quality housing and commercial property in Africa. Rather, we aim to help create the infrastructure \u2013 the living and working spaces, communities, schools and hospitals \u2013 that will help sustain and accelerate Africa\u2019s economic growth, meet the aspirations of Africa\u2019s burgeoning middle classes, and serve as a catalyst for further urban development.","_company_twitter":"","_company_video":"","_filled":0,"_featured":0,"_remote_position":0,"_job_salary":"","_job_salary_currency":"","_job_salary_unit":""},"job_listing_region":[767],"job-categories":[697,693,708,700],"job-types":[687],"class_list":{"0":"post-92713","1":"job_listing","2":"type-job_listing","3":"status-publish","4":"hentry","5":"job_listing_region-kiambu","7":"job-type-full-time"},"jetpack_sharing_enabled":true,"_links":{"self":[{"href":"https:\/\/jobs.dataaxisnode.com\/kenya\/wp-json\/wp\/v2\/job-listings\/92713","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/jobs.dataaxisnode.com\/kenya\/wp-json\/wp\/v2\/job-listings"}],"about":[{"href":"https:\/\/jobs.dataaxisnode.com\/kenya\/wp-json\/wp\/v2\/types\/job_listing"}],"author":[{"embeddable":true,"href":"https:\/\/jobs.dataaxisnode.com\/kenya\/wp-json\/wp\/v2\/users\/2"}],"wp:attachment":[{"href":"https:\/\/jobs.dataaxisnode.com\/kenya\/wp-json\/wp\/v2\/media?parent=92713"}],"wp:term":[{"taxonomy":"job_listing_region","embeddable":true,"href":"https:\/\/jobs.dataaxisnode.com\/kenya\/wp-json\/wp\/v2\/job_listing_region?post=92713"},{"taxonomy":"job_listing_category","embeddable":true,"href":"https:\/\/jobs.dataaxisnode.com\/kenya\/wp-json\/wp\/v2\/job-categories?post=92713"},{"taxonomy":"job_listing_type","embeddable":true,"href":"https:\/\/jobs.dataaxisnode.com\/kenya\/wp-json\/wp\/v2\/job-types?post=92713"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}